Category: People

Competency: Focusing on Customers

Competency Definition: The ability to understand and meet the needs, preferences, and experiences of internal and external customers.

Abbreviation in Louisiana Jobs: FC - 26


Focusing on Customers

Competency Behaviors: Specific, observable actions demonstrating the competency

Forming


Struggles to demonstrate the competency; needs guidance and practice.
  • Fails to identify or understand customer needs; makes assumptions without gathering input
  • Struggles to build trust or maintain positive interactions with customers
  • Provides vague or confusing information, causing misunderstandings or customer frustration
  • Struggles to resolve customer issues or requires significant assistance
  • Struggles to meet expected service standards; customer needs are unmet

Improving


Shows growth and increasing confidence but not yet consistently independent

Successful


Demonstrates the competency independently and reliably in routine situations
  • Gathers input from customers to understand their needs and preferences before delivering service
  • Fosters ongoing connections with internal and external customers to support mutual success
  • Delivers accurate, timely information in a format that promotes customer understanding
  • Responds to customer issues in a timely, solution-focused manner to ensure resolution
  • Meets customer expectations by following through on commitments and maintaining service quality

Exceeds


Applies the competency independently in challenging or high-impact situations, adding value or insight

Exceptional


Demonstrates subject-matter expertise, serves as a role model, and elevates standards.
  • Uses proactive outreach and multiple feedback sources to understand evolving customer needs
  • Builds trusted partnerships that deepen collaboration, resolve needs, and serve as a model for relationship-building across teams
  • Tailors communication methods and messages to individual customer needs, anticipating questions and delivering information that builds trust and satisfaction
  • Anticipates customer needs and prevents service issues by identifying and addressing potential barriers early
  • Goes beyond standard expectations to deliver meaningful and personalized service outcomes