Customer Service Competency

Behavioral Indicators 

Behavioral Competencies Menu Diversity and Respect Organizational Compliance and Safety Customer Service Initiative Collaboration and Teamwork Working at Texas A&M

Behavioral indicators of Customer Service include:

  • Provides accurate and timely service.
  • Responds appropriately to needs of internal and external customers.
  • Employs effective interaction with all individuals and stakeholders served throughout the university community.

For rating definitions and behavioral examples of the Customer Service behavioral competency in the Non-Faculty Performance Evaluation, please refer to the PATHways Performance Evaluation Rating Definitions.

 

Training & development

The following are recommended trainings and activities designed to enhance competency-related knowledge, skills and/or abilities.

Instructor Led Training

Online Training

Developmental Activities

  • Observe others who provide exceptional customer service; ask them to share their customer service strategies and tips.
  • Identify and implement processes that can lead to better customer service.
Coaching suggestions

The following are recommended strategies a supervisor can utilize to support an employee’s competency development.

  • Observe employee providing customer service in multiple outlets (on the phone, in person, via email, etc.).
  • Provide specific feedback and suggestions to help improve customer service skills.
  • Ask employee what you can do to support him/her to do a better job of focusing on customer service.
  • Model good customer service in your unit.
  • Arrange for employee to meet and talk with others in the organization who demonstrate exceptional customer service skills.
  • Share feedback received from customers (internal and external) regarding service that they received.
  • Recognize and reward those behaviors that contribute to positive customer service.
  • Role play appropriate customer service interactions at unit meetings.
Resources

Resource Documents

Links and External Resources