Page 81 - Kamus Kompetensi Tingkah Laku Kepimpinan PDRM

EDISI 2025

4.0

DELIVERING RESULTS

4.2 CUSTOMER SERVICE

DEFINITION

Demonstrates initiative and tenacity in striving to meet customer’s needs.
This includes taking the customer’s side, keeping in mind that it will result
in a long-term benefit to the company.

BEHAVIORAL INDICATORS

• Takes full responsibility for correcting customer service problems,
monitor response to assure resolution.

• Makes self fully available to customer and internal clients, e.g. Sales
especially during critical periods for the customers.
• Maintains clear communications with customers regarding
expectations.
• Seeks information about real underlying needs of the customer
beyond those expressed initially and matches these to the company’s
products and services; and

• Manages customer expectations to prevent disappointments.

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