Wyoming Workforce Planning
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Responsiveness, Follow-up

Definition

Assumes responsibility for and delivers on commitments to the customer.  Actions of employee initiates contact and correspondence to clarify issues or problems in a timely manner.  Keeps the customer up-to-date about projects and important issues that may affect decisions etc.  This competency is closely related to Customer Focus, Verbal and Written communication.
 

Behavioral Descriptions
Proficiency Level 5

  • Actively contacts and consults with the customer about strategic issues, problems and expectations.

  • Assists the customer in identification, process and follow-through.
Proficiency Level 4

  • Develops in-depth understanding of customer needs in order to be more helpful.

  • Proactively informs and resolves problems/issues with the customer based on interests.

  • Understands customer perspective to better respond to needs and concerns.

  • Considers how different audiences, genders and cultures are likely to respond and chooses the best method of communicating the message to each audience.
Proficiency Level 3

  • Maintains appropriate commitments to the customer.

  • Builds contacts and assumes responsibility for customer service.

  • Responds directly and thoroughly to questions.

  • Gets the message to the right people.

  • Follows through to make sure that customer expectations have been met.

  • Contacts and consults with the customer routinely to develop an understanding of customer needs.

  • Keeps in touch in order to avoid or solve problems and clarify misunderstandings. Shows follow-through on issues presented by the customer.

  • Takes initiative to learn about the customer and business and informs the customer of the status of projects or services.

  • Listen to concerns, issues or problems of the customer.

 
Proficiency Level 2

  • Does not follow up in a timely manner or does so inconsistently.

  • Procrastinates with follow up.

  • Limited monitoring and review at designated steps.

  • Takes little action if task is not delegated.

  • Inconstantly follows up on customer concerns, questions, or requests.

  • Tends to value certain customers over others.  Provides different levels of follow-up.

  • Tends to avoid the customer.
Proficiency Level 1

  • Doesn’t understand if, when, why follow-up is needed.

  • Does not monitor/review at designated steps.

  • Takes no action if task is not delegated.

  • Fails to adjust monitoring schedule as needed for skill level of individual completing task.

  • Fails to follow up on customer concerns, questions, or requests.

  • Does not treat the customer as valued or appreciated.
Suggested Activities for Development

  • Content under development.
Recommended Courses
Additional Resource
  • Content under development.
Behavioral-Based Interviewing Questions