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PARTNER CUSTOMERS FOR

LONGER TERM INTEREST

Officers with this competency look beyond the immediate short term resolution of cases when
they are serving customers. They act as a trusted partner, helping customers choose the best
option for the present and future. At the higher levels, officers galvanise partnerships to create
long-term benefits for customers.

Foundation Intermediate Advanced Leadership

Engage customers by Position self as a partner in Leverage on capabilities Put in place engagement
providing information addressing the customer’s of partners to address the strategies to educate
or reasons to help them concerns needs of customers and shape customers’
make decisions that are perspectives of PUB
beneficial in the long term Act as a trusted advisor Instil mindset in officers to as their partner (e.g.
(e.g. share benefits from (within policy limits) to take education of partners engagement sessions to
upgrading works may cause influence the customer’s and customers as a first get partners’ inputs on
temporary inconvenience) decision-making process approach during service upcoming initiatives)
delivery
Highlight potential Explain the reasons for Proactively gather support
implications of the various policies in place from other agencies,
customer’s decisions and external parties and/or
actions community to create long-
term benefits for customers

CUSTOMER SERVICE COMPETENCY FRAMEWORK | 24