Digital Customer Engagement
Digital Customer Engagement is the proficiency in utilizing digital technology to interact with, understand and meet the needs of customers. This capability involves efficiently leveraging digital channels to address customer inquiries, concerns, providing effective resolution strategies, and subsequently achieving superior customer satisfaction.
Level 1: Emerging
At an emerging level you are beginning to utilise digital tools to interact with customers, resolving basic issues while still needing guidance to fully navigate digital customer engagement.
Level 2: Proficient
At a proficient level, you are skilled in using digital tools and platforms to engage with customers effectively, providing prompt and personalized support to enhance their overall experience.
Level 3: Advanced
At an advanced level you are adept at utilizing digital platforms to engage with customers effectively, providing personalized support and service that exceeds expectations, utilizing advanced analytics and automation tools.
Service Level Agreement Management
Service Level Agreement Management is the systematic process of defining, agreeing, recording, and managing levels of service specified within contracts. Within Customer Support & Service, this ensures consistent delivery of quality service, timely responses, problem resolution, and overall service excellence in line with customer expectations.
Level 1: Emerging
At an emerging level, you are beginning to understand service level agreements. You're capable of monitoring metrics and identifying basic client needs, but require guidance to effectively manage agreements.
Level 2: Proficient
At a proficient level you are skilled at negotiating, establishing, and managing service level agreements to ensure customer expectations are met and service standards are consistently upheld within the organization.
Level 3: Advanced
At an advanced level, you are adept at managing service level agreements in customer support, ensuring all metrics are met, and proactively identifying and resolving any potential issues to maintain excellent service.
Training and Development in Customer Service
Training and Development in Customer Service is the structured process of enhancing service representatives' knowledge and skills to improve their capabilities in handling customer issues, fostering customer relationships, understanding customer's needs, and adapting to dynamic customer service trends, ultimately to drive customer satisfaction and loyalty.
Level 1: Emerging
At an emerging level, you are starting to understand the principles and practices of training and customer service development. These initial skills require further development and hands-on experience.
Level 2: Proficient
At a proficient level, you are able to design and deliver effective training programs that enhance customer service skills and knowledge, ensuring continued professional development within the customer support team.
Level 3: Advanced
At an advanced level, you are adept at designing and delivering comprehensive training programs that enhance customer service skills, ensuring continuous improvement and exceptional customer experiences within the organization.
Customer Loyalty Program Management
Customer Loyalty Program Management is the proficiency in developing, implementing, and monitoring strategies aimed at nurturing a company's existing customers increasing their loyalty and engagement, hence improving customer service experience, reducing churn, and driving sustainable business growth.
Level 1: Emerging
At an emerging level you are gaining understanding of customer loyalty programs, their setup and admin. You're embracing basic program application in resolving customer inquiries and enhancing customer service.
Level 2: Proficient
At a proficient level you are able to effectively design, implement, and manage customer loyalty programs that enhance customer retention and satisfaction, driving loyalty and repeat business within the organization.
Level 3: Advanced
At an advanced level you are expertly designing, implementing, and optimizing customer loyalty programs to drive retention, satisfaction, and advocacy, ensuring long-term customer relationships and brand loyalty in customer support & service.
Cultural Sensitivity in Customer Interactions
Cultural Sensitivity in Customer Interactions is the competence of adapting service levels and communication styles according to diverse cultural norms, expectations, and languages. It entails respecting and understanding cultural differences and considering them in one's interaction strategies to ensure effective customer service delivery.
Level 1: Emerging
At an emerging level, you are starting to acknowledge and respect different cultures in customer interactions. You're beginning to adapt your service approach based on cultural understanding.
Level 2: Proficient
At a proficient level, you are able to demonstrate cultural sensitivity in all customer interactions. You understand diverse customer needs and adapt your communication and actions accordingly to provide outstanding service.
Level 3: Advanced
At an advanced level, you are able to navigate complex cultural nuances in customer interactions with grace and sensitivity, ensuring personalized and respectful service that exceeds expectations.
Customer Service Policy Development
Customer Service Policy Development is the strategic formulation process of rules and guidelines that enhance service delivery to customers. This involves designing, implementing, and updating policies that govern customer interactions, ensuring high satisfaction rates and consistent positive customer experience in line with organizational goals.
Level 1: Emerging
At an emerging level, you are beginning to understand customer support and service standards, policy creation basics, and their impact on customer satisfaction, but require guidance to fully implement these policies.
Level 2: Proficient
At a proficient level you are able to develop customer service policies that align with organizational goals and address customer needs effectively, ensuring a high level of satisfaction and retention.
Level 3: Advanced
At an advanced level you are able to develop comprehensive customer service policies that align with business goals, regulatory requirements, and customer needs, ensuring consistency and excellence in service delivery.
Performance Metrics and KPIs for Service
Performance Metrics and KPIs for Service is the ability to define, measure, and interpret key performance indicators and other significant metrics pertaining to customer support and service effectiveness, encompassing aspects like response times, issue resolution rates, and customer satisfaction scores, to facilitate continuous performance improvement.
Level 1: Emerging
At an emerging level, you are beginning to understand and track common performance metrics and KPIs for customer service such as response times and customer satisfaction ratings.
Level 2: Proficient
At a proficient level you are able to effectively analyze and interpret performance metrics and KPIs to ensure optimal customer support and service delivery, driving improvements and operational efficiency within the organization.
Level 3: Advanced
At an advanced level, you are proficient in developing and implementing sophisticated performance metrics and KPIs for service, utilizing data analytics to drive continuous improvement and excellence in customer support.
Online Customer Support Tactics
Online Customer Support Tactics is the strategic application of digital tools and channels to provide timely, effective assistance to customers. It includes using live chats, email, social media and, if necessary, remote access technologies to address customer inquiries efficiently while ensuring a positive customer experience.
Level 1: Emerging
At an emerging level, you are developing fundamental knowledge of online customer support tactics. You're learning to solve basic support queries, respond promptly, and begin prioritizing customer satisfaction.
Level 2: Proficient
At a proficient level you are able to effectively utilize online customer support tactics to resolve issues quickly, provide tailored solutions, and enhance the overall customer experience in a timely manner.
Level 3: Advanced
At an advanced level you are adept at utilizing various online customer support tactics such as personalized responses, proactive engagement, and in-depth problem-solving to exceed customer expectations and drive customer satisfaction.
Social Media Service Management
Social Media Service Management is the proficiency to handle customer inquiries and complaints effectively via social media channels. It involves understanding digital communication dynamics, swift problem-solving, delivering timely responses, driving customer engagement, and implementing strategies to enhance customer satisfaction and loyalty online.
Level 1: Emerging
At an emerging level, you are beginning to familiarize yourself with managing customer service inquiries on social media and responding promptly, while maintaining professionalism and adhering to brand voice.
Level 2: Proficient
At a proficient level, you are able to effectively manage customer inquiries and issues on social media platforms, demonstrate empathy, and provide timely and accurate solutions to enhance customer satisfaction.
Level 3: Advanced
At an advanced level, you are able to effectively manage customer inquiries, feedback, and issues via social media platforms with a high degree of empathy, professionalism, and efficiency.
Customer Data Privacy and Security
Customer Data Privacy and Security is the aptitude to safeguard customer information, ensuring confidentiality, integrity, and availability in customer service interactions while adhering to global data privacy regulations. This includes applying secure methods when handling, transmitting, and storing customer data, and managing data breaches responsibly.
Level 1: Emerging
At an emerging level you are starting to understand the importance of data privacy and security within customer interactions. You are learning key principles and regulations, and applying them in your customer service role.
Level 2: Proficient
At a proficient level you are able to effectively protect customer data and ensure security measures are in place to safeguard sensitive information, building trust and maintaining customer loyalty.
Level 3: Advanced
At an advanced level, you are able to confidently navigate complex privacy and security issues related to customer data, ensuring compliance and safeguarding sensitive information in a customer support context.
