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Commitment to Customers

We will act with honesty and integrity in all that we do.

We will put internal and external customer needs first, demonstrating a strong commitment to meet their expectations. We will anticipate the needs of our customers, stay ahead of trends and deliver a consistently high quality service. We will work in partnership with our customers, add value wherever possible, seek feedback and share our vision for success. We will adapt to the diverse needs of our customers in alignment with our organisational goals.

Why is it important?

Ethical and positive customer relationships, both internal and external, are fundamental to our future success.

Level 1
Level 2
Level 3
Level 4
Level 5
Effective Behaviours
  • Identifies who their customers are and why they matter.
  • Actively seeks information and asks questions to understand customer’s needs and expectations.
  • Responds to customer needs in a timely, professional, helpful and courteous manner even if a customer or their requests are challenging.
  • Takes personal ownership for delivering promises and meeting expectations.
  • Checks own work for accuracy and quality.
  • Conscientious in approach at all times. Strives to meet standards and works hard to overcome any obstacles that may hinder service delivery.
  • Acknowledges own mistakes, apologises and takes appropriate action.
  • Ensures own work area is clean and presentable and maintains a professional appearance.
  • Demonstrates willingness to go the extra mile for customers and acts upon their feedback.
  • Anticipates and addresses problems, escalating issues where necessary.
  • Demonstrates integrity and honesty in their dealings with customers.
Ineffective Behaviours
  • Acts without thinking through the necessary and relevant steps.
  • Makes unrealistic promises.
  • Blames others or passes the “buck” if things go wrong.
  • Panics or appears anxious under pressure.
  • Adopts a disinterested, apathetic approach when communicating with customers.
  • Ignores problems and viewing them as someone else’s responsibility to deal with  and resolve.
Effective Behaviours
  • Demonstrates to customers that their perspectives and inputs are valued.
  • Encourages team members to take ownership for delivering services.
  • Maintains a solution oriented approach at all times.
  • Keeps customers up to date and informed on the progress of the service.
  • Responds quickly to deliver “just in time” where necessary.
  • Demonstrates awareness of output and performance of their own team.
  • Promotes adherence to relevant policies, procedures, regulation and legislation, including Health and Safety.
  • Identifies common problems in policies or procedures that may compromise the quality of service and takes appropriate action.
  • Prioritises customer issues and addresses them accordingly.
  • Builds confidence in others to deliver great customer service
  • Maintains a fair and consistent approach both internally and externally.
Ineffective Behaviours
  • Demonstrates an obstructive   mind-set and fails to work towards solutions.
  • Procrastinates and lacks confidence to make decisions, impacting on the team’s ability to deliver.
  • Maintains a short term view with regards to service problems and neglects the overall quality or customers’ needs.
  • Fails to explain or communicate the reasons for non-compliance to standards.
  • Demonstrates a lack of desire to improve the quality of service they and/or their team deliver.
Effective Behaviours
  • Leads their team to set priorities, creates clear plans and manages resources to meet the needs of customers and the organisation.
  • Clearly communicates to customers what can be done and manages expectations.
  • Performs the role of a trusted advisor in their customers’ decision making process.
  • Applies project management skills to deliver outcomes for their customers, including identifying risks and mitigating actions and evaluating performance.
  • Identifies obstacles to meeting customer needs and develops solutions.
  • Demonstrates industry and product awareness to enhance competitive advantage.
  • Develops mechanisms to enable regular customer feedback, takes improvement actions.
  • Maintains focus under pressure and conflicting priorities.
  • Networks with key stakeholders in order to build strong working relationships.
Ineffective Behaviours
  • Demonstrates lack of awareness of the external market and is solely internally focused.
  • Fails to manage customer expectations and makes unrealistic promises.
  • Provides infrequent, unclear or insufficient updates to colleagues/customers.
  • Tolerates poor service standards from team/colleagues and misses opportunities to feedback and improve where necessary.
Effective Behaviours
  • Role models positive customer service behaviours and promotes a culture that focuses on ensuring customer needs are met.
  • Conducts external benchmarking activities to assess how the service compares to customer expectations and industry best practice. Identifies and implements required improvements.
  • Ensures departmental adherence to legal, regulatory and ethical responsibilities.
  • Identifies a long term perspective and strategy in addressing customer needs, whilst balancing immediate priorities.
  • Devises and communicates clear and manageable plans, overseeing projects and applying programme management skills.
  • Communicates and keeps key stakeholders updated on project plans and progress.
Ineffective Behaviours
  • Allows projects/initiatives to lose momentum and has no contingency plans in place.
  • Fails to take a strategic view of performance.
  • Fails to consider emerging issues or trends that may impact service delivery.
  • Disregards and fails to address non-compliance with policies, rules or legal requirements, allowing unethical or unsafe practices.
  • Fails to consult or involve key stakeholders on changes that impact service delivery.
Effective Behaviours
  • Determines strategic customer service needs and drives the customer service philosophy throughout the organisation.
  • Translates service delivery strategy into clear and manageable plans seeking input from stakeholders.
  • Enables effective service delivery through the provision of integrated systems, effective structures and adequate resources.
  • Maintains a wide, future focused perspective at all times, considering commercial decisions from multiple angles (political, financial, economic and social).
Ineffective Behaviours
  • Fails to define customer service needs and requirements when setting strategic priorities.
  • Expects strong focus on delivery with no support, systems or structure in place to help facilitate.
  • Establishes unrealistic or confusing priorities and strategies, leading to inefficiencies in service delivery.
  • Demonstrates an inward looking approach and fails to consider the wider strategic implications.
Value Leaders
Rob Turvey
Rob Turvey
Tony Krznar
Tony Krznar