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COMPETENCY #5—PEOPLE SKILLS 161

Customer Service

Acquiring and retaining high customer-service levels adds to the vitality
of an organization. Through customer-service-oriented questions, inter-
viewers will examine how much you value consumers.

Key Behaviors and Career Values

A. Problem resolution. Researches procedures and processes to determine sources
of problems and then finds resolutions to them; manages customer concerns.
Example: _________________________________________________________
________________________________________________________________
________________________________________________________________

B. Strong follow-through. Follows up on customer inquiries or complaints in a rea-
sonable amount of time and corrects any problems.
Example: _________________________________________________________
________________________________________________________________
________________________________________________________________

C. Customer satisfaction. Creates an environment that encourages customers to re-
turn, with consistently positive word-of-mouth advertising.
Example: _________________________________________________________
________________________________________________________________
________________________________________________________________

D. Liaison. Effectively acts as a liaison between the sales department and the cus-
tomer, to cultivate a loyal customer base that is steadily increasing.
Example: _________________________________________________________
________________________________________________________________
________________________________________________________________

E. Flexible communication style. Varies the perspective and communication style to
suit the situation and ensure successful completion of assignments.

American Management Association
www.amanet.org