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Client Focus

Providing service excellence to internal and/or external clients.

BEHAVIORS

  • Responds to client needs in a timely, professional, helpful, and courteous manner, regardless of client attitude.
  • Shows clients that their perspectives are valued.
  • Strives to meet service standards in all circumstances.

QUESTIONS

  • Provide an example of a time when you sought feedback from clients/partners.

Probing Questions

* Why and how did you seek the feedback?

* What feedback did the client/partner provide?

* How did you use their feedback?

  • Describe a situation where a client was particularly satisfied by your response to a request or need.

Probing Questions

* Describe the situation, including the client's need/request.

* What was your role in meeting the client's request?

* What did you do to meet the client's request?

* What effect did your response to the client have on the work being done?

  • Provide an example of a time when you went out of your way to be responsive to a client.

Probing Questions

* Describe the situation.

* How did you know what the client wanted and/or what was important?

* What was it that you did for the client?

* What was the outcome?

Level 2. Maintains client contact

BEHAVIORS

  • Follows up with clients during and after the delivery of services to ensure that their needs have been met.
  • Keeps clients up-to-date on the progress of the service they are receiving and changes that affect them.
  • Maintains service to clients during critical periods.
  • Addresses clients' issues in order of priority.

QUESTIONS

  • Please describe an example of a time when you followed up on a problem or issue with a client to be sure that their needs had been met.

Probing Questions

* Describe the work you were doing for the client.

* What issue/problem was involved?

* How did you follow up with the client?

* What plan did you offer to the client to follow up on outstanding issues, if there were any?

* How satisfied was the client with this?

  • Describe a time when you made a definite point of keeping in touch with a client throughout a project or on-going activity.

Probing Questions

* Describe the situation. (e.g., client, client needs to be met, own role in meeting client's need).

* Was any plan for staying in touch put in place at the start of the activity or project?

* What role, if any, did the client have in staying in touch?

* What impact, if any, did staying on touch have on the project or activity?

  • Tell us about a time when your ability to stay in contact with a client proved to be critical to providing good service to them.

Probing Questions

* Who was the client?

* What did you do to stay in touch?

* How did staying in touch prove to be critical?

Level 3. Provides added value

BEHAVIORS

  • Looks for ways to add value beyond clients' immediate requests.
  • Addresses the unidentified, underlying and long-term client needs.
  • Enhances client service delivery systems and processes.
  • Anticipates clients' upcoming needs and concerns.

QUESTIONS

  • Clients’ needs are not always clear. How have you helped a client in the past to determine what resources or services they needed to address their situation?

Probing Questions

* Describe the client's situation.

* What kind of help did the client require in determining their needs?

* How was the client able to make use of your ideas?

* How did this help the outcome of the client's project (or situation)?

* Tell us about a time when you took steps to improve the service being provided to a client.

Probing Questions

* What service was being provided?

* How did you go about improving it?

* How did the client respond?

* Describe a time when you met a client need that had not previously been addressed.

Probing Questions

* What services were being provided and to what client?

* How did you come to identify the un-addressed need?

* What did you do to address the need?

* What was the outcome?

Level 4. Provides seasoned advice

BEHAVIORS

  • Acts as a seasoned adviser, providing independent opinion on complex client problems and novel initiatives, and assisting with decision-making.
  • Pushes client to consider difficult issues that are in their best interests.
  • Advocates on behalf of clients to more senior management, identifying approaches that meet clients' needs as well as those of the organization.

QUESTIONS

  • Tell us about a time when you provided high quality service based on your ability to assist a client to resolve a complex issue.

Probing Questions

* What client and issue were involved?

* What made the issue complex?

* How did you go about helping the client?

* What was the outcome?

  • Describe a time when you worked closely with a client to help them make a difficult decision that would affect them.

Probing Questions

* What decision needed to be made?

* What were the circumstances surrounding the difficult decision?

* Why did the client seek your participation?

* What role did you play/the client play in making the decision?

* How did this decision end up affecting the client?

Level 5. Ensures continued service excellence

BEHAVIORS

  • Formulates strategies and processes to evaluate emerging and longer-term opportunities and threats to meeting clients' needs.
  • Determines strategic business direction to best meet clients' evolving needs.
  • Evaluates the client service model and service standards to identify areas for improvement.

QUESTIONS

  • Tell us about a time when you established or revised your organization's client service standards.

Probing Questions

* Describe the situation. (e.g., What service standards were at issue? What was your role in establishing/revising the standards?)

* How did you go about establishing/revising the standards? Who else, if anyone, did you involve?

* What factors did you take into account in establishing/revising the standards?

* What was the outcome?

  • Describe a time when you adjusted your organization's service delivery model, for example, to better meet clients' needs, or better respond to emerging opportunities or threats to service delivery.

Probing Questions

* What service model was in place?

* What promoted the need to make adjustments?

* What changes did you make to the service model?

* What was the outcome?