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TAKE CUSTOMER’S PERSPECTIVE

TO RESOLVE ISSUES

Officers with this competency see things from customers’ perspectives and understand their
situation. At the higher levels, officers influence others to focus on the perspectives of customers
and create solutions that impact service at the systems level.

Foundation Intermediate Advanced Leadership

Interpret the customer’s Knowledge of customers’ Motivate and influence Knowledge of the latest
body language and tone of concerns based on recent officers to understand the developments in service
voice trends of customer queries customer’s needs related innovations and
create processes that
Identify with the customer’s Find alternative ways to Provide guidance for enable identification of
feelings and situation and resolve problems that do complex escalated customer’s future needs
display empathy not fit into the norm enquiries and expectations

Articulate the customer’s See complaints as Have awareness and Influence the organisation
needs and perspective opportunities to make understanding of situations to consider the service
things better for the of high complexity or impact of strategic
Identify the root cause of customer and turn the uncertainty that have the decisions (e.g. new service
the customer’s concerns as customer into a PUB potential to escalate further models, policies or new
well as customer’s needs advocate initiatives) on customers
Able to vet sensitive
Act to do things better to Be objective, be aware of or complex replies to Work with others outside
exceed the customer’s own biases and reframe escalated queries (e.g. PUB (e.g. other agencies,
expectations own perspectives when dealing with claims or activists) to create new
interacting with customers waivers) solutions and services to
Handle difficult (e.g. angry, meet customers’ needs
emotional or aggressive) Relate with customers, Create new service
customer situations understand their experience concepts Set the service tone for
tactfully and defuse underlying needs/ or introduce concepts department culture
hostility expectations and deliver or practices to improve
customised service beyond current ways of delivering Cascade service ethos
Provide alternatives if we their immediate request service and values to the entire
are unable to accede to a department through
customer’s request where Connect and integrate various efforts, (e.g.
possible. different pieces of training and discussions
information to provide around real issues or
Communicate simply to the advice and solutions to cases)
customer without using more complicated cases
technical jargons
Identify situations where
Keep customers informed service recovery is required
on the progress of the case or where appropriate
and follow through with
their requests

CUSTOMER SERVICE COMPETENCY FRAMEWORK | 14