Customer focus

General behavior

Respects customers, regardless of the unreasonable nature of their wishes or complaints
Shows willingness to come to a solution
Works towards a win-win situation
Sees opportunities to inform customer groups about its own services

Operational

behavior

Thoroughly assesses the wishes and needs of the customer
Informs customers about solutions that meet their wishes
Translates the customer's wishes into the organization's products and services
Ensures that the customer is satisfied and provides additional service if desired
Listens attentively and makes the customer feel heard and important