Customer Focus

Understanding and serving the people you’re there for

Part 2

What is Customer Focus?

Customer Focus means orienting your work around the needs, experience, and satisfaction of the person you’re serving — whether that’s an external customer, a community member, or an internal colleague. It requires empathy, attention to detail, clear communication, and the ability to handle complaints or requests with consistency and care.

Part 3

Recognize It in Your Life

Think of a time you received exceptional service — or gave it. What made the difference?

Take a moment before you write. The best iCAN statements come from real examples.

Part 4

DOK 1 · Identify

Depth of Knowledge · Level 1 · Recall & Identify

I can identify Customer Focus when I…

Complete the sentence with a specific, real example from your life.

Choose a verb to start your statement:

identifyinglistingnamingrecognizingdescribing

Your iCAN Statement

Your name and learner ID are attached automatically

3.2 · DOK1 · Customer Focus

Part 5

DOK 2 · Demonstrate

Depth of Knowledge · Level 2 · Skill & Concept

I can demonstrate Customer Focus when I…

Complete the sentence with a specific, real example from your life.

Choose a verb to start your statement:

applyingcompletingorganizingdemonstratingexecuting

Your iCAN Statement

This becomes evidence in your NextREADY GPS record

3.2 · DOK2 · Customer Focus