Service Orientation

Make client’s needs a primary focus of actions. Proactively develop and sustain productive client relationships; understand the client needs; anticipate and provide solutions to client needs; demonstrate concern for meeting and exceeding immediate and future needs of clients; give high priority to client satisfaction.

Proficiency Level


  • Ask questions to identify needs and expectations.
  • Respond with the appropriate level of urgency.
  • Take into account the impact on the client when carrying out one’s own position tasks.
  • Take personal ownership in ensuring that expectations are met.


  • Be alert and responsive to changes in expectations.
  • Seek information about real needs, beyond those expressed initially.
  • Take personal responsibility to ensure external and internal satisfaction despite time pressures and significant obstacles.
  • Develop on-going relations with clients.
  • Take a variety of actions to assess satisfaction.


  • Clearly state what one can and cannot do to meet desires with strong emphasis on creatively applying what one can do to meet the needs.
  • Work to remove barriers that get in the way of providing exceptional service.
  • Work to meet the client’s needs rather than own or department’s short-term needs.
  • Design solutions to address key priorities and adapt solutions as needed to changing client and market demands.
  • Build relationships with key decision-makers in the client area.
  • Set up systems to effectively monitor satisfaction.


  • Develop strategic, long-term relationships, gaining trust and respect.
  • Use feedback for developing future-oriented client service strategies.
  • Look for trends that are likely to shape the wants and needs in the future.
  • Develop scenarios and strategies that anticipate future needs.
  • Identify products and services that meet the needs.