Providing product and service information

This capability is the ability to provide customers with accurate and relevant information about the company’s products and services.

Beginner competence definition

At the beginner level, the support team member is able to provide basic information about the company’s products and services, following established procedures and guidelines.

Intermediate competence definition

Intermediate support team members are able to provide detailed information about the company’s products and services, showing a strong understanding of each product and its features and benefits. They can answer more complex customer questions and provide guidance and recommendations, as needed.

Advanced competence definition

Advanced-level support team members are product and service experts, able to provide in-depth information and guidance to customers, and answering even the most challenging questions with confidence and professionalism. They identify opportunities for improvement in the product and service offering, using their expertise to drive positive change.