Initiative
Continuously reviews personal (and team) results against desired standards and takes corrective action to ensure success.
- Motivating and Energizing Self and Others
Consistently display an outstanding degree of involvement and engagement which inspires others.
Proactively takes on additional assignments to stretch own capabilities and contributes to overall team performance levels.
Customer Focus
- Identifying and Anticipating Customer Needs
Takes the extra step to anticipate customers' needs and immediately takes action to resolve breaks in service or mistakes to satisfy customers.
Uncovers customers' hidden needs or issues by asking insightful questions and developing rapport; encourages others to consider the customer's perspective in making decisions.
- Following Customer Service Trends
Stays up to date with best practices and institutes internal standards within department to ensure high customer service quality.
Quality Orientation
- Understanding Quality Standards/Knowledge of Standards of Excellence
Takes personal responsibility for ensuring effective and high quality product and service delivery to internal and external customers.
- Applying and Maintaining Quality Standards
Takes immediate action to correct any variations in quality; ensures accuracy and completeness of work outputs and helps team members with this as well.
- Measuring and Tracking Quality
Incorp orates quality measurement data to direct improvements and changes to products, outputs and services.
Collaboration/Teamwork
- Delivering Information and Assistance
Offers appropriate assistance and support to colleagues, (direct reports), and superiors within own area of expertise, without waiting to be asked; participates in cross-functional teams.
- Role Identity and Interpersonal Interactions
Communicates within and across teams to break down barriers and achieve team goals; takes on the role of the expert or leader when necessary.
- Building/ Maintaining Relationships and Fostering Cooperation
Works collaboratively with all team members to integrate individual perspectives; provides encouragement and acknowledgement of others' contributions and inputs
Accountability
- Taking Responsibility and Ownership
Is aware of own responsibilities and encourages colleagues to be this as well, while maintaining a high level of cooperation.
- Driving and Delivering Results
Measures and tracks (team) performance against goals and encourages team members to contribute to achieving the goals.
- Managing Expectations and Working Through Setbacks
Openly manages other' s expectations when completion of tasks is not possible or delayed.
