Capability Directory


Customer service

Customer service

Related Terms:

Customer service involves meeting and exceeding customer expectations through effective communication, problem resolution, and a positive overall experience. Frontline workers play a pivotal role in creating a favorable customer service environment.

Beginner competence definition

Beginner customer service involves basic understanding of customer needs, polite communication, and providing standard services. Beginners may need guidance in handling customer inquiries and addressing common issues.

Intermediate competence definition

At the intermediate level, individuals have a deeper understanding of customer needs, effective problem resolution, and the ability to handle more complex inquiries independently. Frontline workers at this level contribute to a positive customer experience and can handle challenging situations with increasing confidence.

Advanced competence definition

Advanced customer service is marked by exceptional problem-solving, proactive customer engagement, and the ability to turn challenging situations into positive experiences. Advanced frontline workers anticipate customer needs, provide personalized service, and contribute to building long-term customer loyalty.


Communication skills



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