Behavioural NRC-wide competencies: Client focus

Bringing excellence to internal or external clients by focusing efforts on discovering and meeting their needs.

Level 1

Responds to client requests

  • Meets client needs by responding to requests efficiently, and effectively.
  • Satisfies client and organizational expectations.
  • Remains professional, helpful and responsive to needs.

Level 2

Builds positive client relations

  • Contacts clients to follow up on services, solutions or products to ensure that their needs have been correctly and effectively met.
  • Maintains ongoing communications with clients to anticipate and prevent potential problems.
  • Seeks to understand issues from the client's perspective.
  • Keeps clients up-to-date with information and decisions that affect them.

Level 3

Evaluates and adapts to client needs

  • Helps clients to clearly define their needs/objectives.
  • Regularly, proactively and systematically contacts clients or prospective clients to determine their needs.
  • Helps clients match their needs with existing services, solutions or products.
  • Identifies benefits for the clients, looks for ways to add value.
  • Looks for opportunities to save money or resources for client.
  • Seeks out and involves clients or prospective clients in assessing service, solutions or products to determine ways to improve.
  • Adapts services, products or solutions to meet client needs.

Level 4

Fosters a client-focused culture

  • Strategically and systematically evaluates opportunities within a sector, field or area
  • Seeks out and anticipates future opportunities and client needs.
  • Recommends/determines strategic business direction to meet projected needs.
  • Influences clients/the market by promoting innovations and their value to the client.
  • Influences products, services or solutions being developed by identifying market opportunities.
  • Develops creative and innovative ways of meeting the needs of the client.