328 Appendix
Manage customer serviceProvide high level of service to internal and external customers in
accordance with exacting standardsPositive ■ Meets expressed needs of internal customers.
indicators ■ Handles customers' queries effectively and knows
where to channel queries within the organization.
■ Understands customer problems.
■ Identifies potential opportunities to help customers.
■ Asks customers how services could be improved.
■ Builds collaborative relationships with customers.
■ Establishes high level of trust amongst customers, as
witnessed by customer feedback.
■ Develops extensive customer networks.
■ Sets standards of customer service and ensures that
they are met.
■ Actively involved in promoting high levels of
customer service across the organization.
■ Continuously monitors customer service levels and
takes swift corrective action when necessary.Negative ■ Has no appreciation of customer needs or pressures.
indicators ■ Doesn’t listen to customers.
■ Unaware of customer needs.
■ Passes enquiries when he or she could have taken
action him/herself.
■ Fails to respond to customer requests or queries.
■ Does not deliver standard of service customers have
the right to expect.
■ Customer enquiries and complaints are not attended
to swiftly.
■ Gets negative feedback from customers.
■ Too little concerned with setting and monitoring
customer service standards within function.
■ Takes a narrow view of customer service: not
concerned with wider issues.