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Less skilled
• Is unaware of customer expectations.

• Acts on incomplete or inaccurate understanding of customer needs.
• Conducts work activities from an internal, operational standpoint.
• Fails to build effective relationships with key customers.

Talented
• Anticipates customer needs and provides services that are beyond customer expectations.

• Uses customer insights to drive and guide the development of new offerings.
• Serves as a strategic partner to build, grow, and maintain profitable and long-lasting relationships with
key accounts.

Overused skill
• Prioritizes information about customers over other important business realities.
• In the efforts to satisfy customers, takes liberties with the organization’s policies and procedures.

• Becomes too close to customers; makes promises to customers that the organization is unable to
keep.

Some possible causes of lower skill
Causes help explain why a person may have trouble with Customer focus. When seeking to increase
skill, it’s helpful to consider how these might play out in certain situations. And remember that all of these
can be addressed if you are motivated to do so.

• Self-centered.
• Shy, afraid of transacting with new people.

• Lacks self-confidence.
• Doesn’t hear feedback.
• Poor listener.

• Defensive in the face of criticism.
• Poor time management; too busy.

Does it best

Since 1994, Amazon has grown to become one of the most widely respected online retailers. What sets
the company apart? Relentless customer focus. CEO, Jeff Bezos, believes customers will always be
interested in low costs, big selection, and fast delivery. Everything is designed to address those customer
interests. Amazon creates the ultimate customer experience with a website that is clear, simple, and easy
to navigate. Filters help customers quickly find the products they are looking for. And as they shop,

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