Common use of BASIC COMPETENT ADVANCED EXPERT Clause in Contracts

BASIC COMPETENT ADVANCED EXPERT.  Acknowledges customers rights;  applies customer knowledge to improve own organisation or department;  maintains good relationship with customers and understands their priorities;  redirects queries to the most appropriate person / solution provider and follows through to ensure customer needs are met; and  understands and complies with the content and requirements of chapter 4 of the Municipal Systems Act.  Develops clear and implementable service delivery improvement programmes;  identifies opportunities to exceed the expectations of customers;  ensures the design of internal work processes to improve customer service;  adds value to the organisation by providing exemplary customer service;  applies customer rights in own work environment;  fully complies with the chapter 4 requirements of the Municipal Systems Act; and  finds innovative ways to include participation in the preparation of the IDP.  Coaches others about the importance and application of customer and client knowledge;  fosters an environment in which customer satisfaction is valued and delivered;  addresses and resolves high- risk, high-profile stakeholder issues; and  takes advantage of opportunities to learn about stakeholders and brings this information to own functional area.  Ensures the coordination of the implementation of service delivery improvements within budget, time, quality and targets set by the municipality;  establishes guidelines to balance cost-consciousness and service delivery;  establishes the municipality's strategic direction for managing services towards stakeholders;  demands broad and deeper knowledge of clients and customers to ensure better service delivery; and  utilises long term, collaborative and strategic relationships with clients and customers to better service delivery.