Vision of the Customer

Overview

GSA Competencies and Levels

Customer Service: L3, L4, L5

Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services

Source: CHCO Council Financial Management Competency Study

This course will introduce participants to concept of customer centricity and outline frameworks and tools to translate their organization’s mission and goals to an actionable customer-focused strategy. It will illustrate how businesses create and deliver value with 5Cs analysis (customer, company, collaborators, competitors, and context) and leveraging the marketing mix. It will also introduce effective customer segmentation techniques and provide hands-on practice for managing and targeting multiple customer segments in a simulated environment.