Learning Competencies

Customer Service

  • Customer Interaction – articulates clearly and listens to customers, maintains good eye contact and focuses on individual customer, and puts the customer first
  • Presentation – positive image and reflection of self and the Norris Center
  • Customer Satisfaction – follows through with customers in order to meet their expectations for service, and is persistent and creative in meeting customer needs


  • Attendance – arrives on time for shifts, works during scheduled hours and makes arrangements for replacements as needed
  • Accuracy – is precise and works within allotted time frames, acknowledges when mistakes or missed deadlines occur and notifies supervisor appropriately
  • Accountability – makes appropriate decisions regarding behavior, recognizes and accepts consequences of actions, and acts in a dependable manner
  • Job Knowledge – knows job description and understands what the job entails, knows relevant information and policies, and seeks clarification when needed


  • Communication – communicates information to team members, customers, and team leadership, and displays ability to adjust communication style appropriately
  • Group Participation – attends team meetings and contributes to dialog, and supports others and appropriately adapts behavior in response to team needs
  • Values Difference – relates well with team members from diverse backgrounds, interests, and values, and understands, recognizes and behaves appropriately when cultural differences exist


  • Risk Taking – demonstrates willingness to think creatively in order to improve quality, and takes risks and encourages evaluation of processes
  • Goal Orientation – demonstrates effective planning and visioning of the future, and pushes self and others, when necessary, to accomplish goals
  • Collaboration – fosters collaboration in their team and in the organization, and empowers others to act and strengthens their ability to do so
  • Clarification of Values – can articulate personal and professional values and belief system, and sets the example for team and peers, acts as a role model
  • Empowerment – recognizes individual and group contributions, and celebrates accomplishments and encourages others to act and make decisions


  • Enforcement of Policies – uses and upholds rules and guidelines of job, and makes appropriate exceptions when the situation calls for it
  • Initiative – demonstrates ability to initiate action and contribute ideas to improve area, and works well with minimal supervision
  • Decision Making – displays ability to make good choices, and understand how to use his or her talents and skills to best accomplish tasks
  • Problem Solving – deals with unforeseen situations professionally, and is adaptable, flexible, and able to work under conditions of ambiguity


  • Self-Confidence – maintains and projects an optimistic perspective, and accurately assesses and articulates personal strengths and weaknesses
  • Personal Management – manages energy and circumstances to meet deadlines and accomplish specific tasks and outcomes, and manages time effectively
  • Personnel Management – clearly communicates individual and group performance expectations, and uses instructive feedback and evaluation in a positive manner.
  • Reporting – develops clear and concise reports on status of operation using appropriate language and data and is prompt in submitting reports