Skills List:

Continuous Learning

What this looks like:

  • Pursues excellent client-service in all actions

  • Builds rapport with clients to foster strong relationships

  • Talks and acts with the client in mind, collaborating with others to create solutions that fill their needs

  • Seeks out client feedback to improve the user experience

  • Uses good judgment to balance between satisfying clients and understanding the impact to the company


On-The-Job Practice

  • Know your company’s products and services. Visit your company’s website and browse the webpages to learn more about ‘Who We Are’ and “What We Do”. The more knowledge you have have about the products and services your company offers, the better you’ll be able to answer customer questions and provide exceptional service.

  • Look Beyond the Symptoms: When a client has a concern or problem with a product or situation, do not just solve the one incident. Discover the root of the problem to ensure that it does not occur again. Use the ‘Ask Why 5x’ tool or the ‘Fishbone Analysis’ to help with this.

  • Consider Your Clients:The next time you must make a key decision, identify whether clients, colleagues or other functions will be affected. If necessary, get input from these individuals and areas before making the decision. If the decision will have a negative impact on another area, look for ways to reduce the negative impact.

  • Be Informed: Understand your team function and the different products and/or services you offer. When someone has a question about your department that doesn’t pertain to you, you’ll be able to direct them to the right person. Understand Client Needs: Practice listening to your clients’ concerns. Ask them open-ended questions (usually starting with what, who, why, when, where and how) to go beyond what is initially stated. This practice should help you meet their obtain deeper information in a variety of situations.

  • Make a list of the expectations your clients have of you: Identify those you practice and those you need to develop. Take one that you need to develop and practice it daily until you feel confident you are meeting this expectation of your client.

  • Avoid Repeat Mistakes: Identify one or two client interactions within the past week that did not go as smoothly as you would have liked. Think about how you would feel if you were the client in that same situation. What expectations would you have? How would you like the situation to have been handled? Keep these thoughts and insights in mind for future client interactions and strategize accordingly as to how you can refrain from having a repeat situation.

  • Review Your Processes: Look at your current processes from the clients’ perspective. Ask them how they would suggest things be changed to better make working with them more efficient, effective and pleasant.

  • Consider 360 Feedback: Think about receiving 360 Feedback to get a holistic perspective of your client-centric skills. Contact your HRBP for more info.

Resources to Learn More

BOOKS

  • FYI For Your Improvement - Chapter 3: Approachability

  • FYI For Your Improvement - Chapter 15: Customer Focus

Articles

  • Forbes: 10 Traits of a Client Focused Company

  • Financial Advisor: Tips For Implementing A Customer-Focused Approach In Your Practice

  • Inc.: Be Customer-Focused: 4 Basic Tactics

Videos

  • TED Talk: Why aren’t We More Compassionate by Daniel Goleman

  • TED Talk: The Art of Asking by Amanda Palmer