| Entry/Mid-Level |
| |
Outstanding
Behaviors |
| |
- Has a strong sense of urgency about solving problems and completing
work.
- Suggests ways to solve recurring problems.
- Willingly tackles challenging customer service issues.
- Demonstrates sustained effort over time, to solve problems and
accomplish objectives.
- Persists in seeking ways to strengthen partnerships, despite
obstacles.
|
| |
Marginal
Behaviors |
| |
- Demonstrates a lackadaisical attitude about solving problems
and completing work.
- Allows problems to recur, without seeking a solution.
- Avoids dealing with challenging customer service issues.
- Gives up easily when faced with an obstacle.
|
| Mid/Senior
Level |
| |
Outstanding
Behaviors |
| |
- When appropriate, helps the customer find a solution within
another line of business.
- Studies data to identify emerging patterns and trends that reveal
the root cause of a problem.
- Takes repeated or multiple actions to overcome an obstacle or
solve a problem.
- Takes initiative to increase own knowledge and skill, in order
to serve customers more effectively.
- Demonstrates sustained effort over time, to solve problems and
accomplish objectives.
|
| |
Marginal
Behaviors |
| |
- Is unable or unwilling to seek solutions within another business
line, to help the customer.
- Has difficulty determining the root cause of a problem.
- Gives up easily when faced with an obstacle.
- Makes little effort to increase own knowledge and skill.
|
