SPEC Kit 344: Talent Management · 95
NORTHWESTERN UNIVERSITY
Recognizing and Rating Northwestern Behaviors
Recognizing and Rating Northwestern Behaviors
Displays less than friendly and helpful
behaviors toward customers
Demonstrates, with both verbal and
nonverbal behaviors, a warm and
friendly demeanor toward customers
Noted for displaying customer service
behaviors that exceed customers’
expectations
Rarely listens to or solicits feedback from
internal or external customers
Solicits and acts on customer feedback Visits or calls customers to find out what
they are doing and what they need stays
abreast of developments that may be
relevant to them
Slow to respond to customer needs Responds to customer needs while
adhering to departmental service-level
standards and time frames
Frequently exceeds agreed-upon service
levels and time frames
Does not admit to or recover from
customer mistakes as quickly as desired
Admits to customer mistakes and corrects
them quickly
Learns from customer mistakes so
that they are not repeated in future
interactions
Has few or no methods in place to track
customer satisfaction
Has qualitative and quantitative
mechanisms to track customer
satisfaction
Works with other team members to find
better qualitative and quantitative ways to
track customer satisfaction
Sees difficult customers as obstacles
beyond his/her control
Views difficult customers as opportunities
to improve self, processes, and/or
products
Seeks out customer problems and
complaints and removes barriers that get
in the way of meeting and exceeding
customer needs
Customer focus
Needs improvement Effective Outstanding
6 Northwestern University Recognizing and Rating Northwestern Behaviors
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