Customer Service

Demonstrates a commitment to public service; serves and satisfies internal and external customers; holds self accountable for quality outcomes.

Key Behaviors
  • Makes use of specialized knowledge to assist customers in resolving problems.
  • Establishes and maintains credibility with the public, customers, and co-workers.
  • Works with customers to assess their needs in an effort to meet/exceed requirements and expectations.
  • Conveys a positive attitude when interacting with customers and staff.
  • Identifies opportunities to improve customer service and satisfaction.
  • Engages the customer as a partner in delivering service.
  • Recognizes that customer feedback is an opportunity to improve performance, and identifies the need for any changes in service delivery.
  • Uses non-technical language skillfully to ensure effective communication with customers from all levels of understanding.
  • Sets, commits to, and maintains high standards for quality work and responsiveness in providing administrative services.
  • Understands customers and takes a proactive approach to meeting their needs in an effective and timely manner.
  • Builds and maintains effective working relationships and partners with customers.
  • Balances interests of a variety of customers.

Developmental opportunities for this competency are available from the NIH Training Center.

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