Problem-solving

Problem-solving is the ability to analyze challenges, identify solutions, and implement effective resolutions. Frontline workers with strong problem-solving skills can address issues efficiently to ensure a seamless customer experience.

Beginner competence definition

Beginners have basic troubleshooting skills and the ability to handle routine issues following established procedures. Beginners may require guidance and support when faced with unfamiliar problems.

Intermediate competence definition

Intermediate individuals have the capacity to analyze and address a range of issues independently. Frontline workers at this level can adapt established solutions to new problems, demonstrating creativity and resourcefulness in resolving more complex issues.

Advanced competence definition

Advanced problem-solving is characterized by the ability to tackle highly complex issues, develop innovative solutions, and contribute to process improvements. Advanced frontline workers anticipate challenges, identify root causes, and implement strategic solutions that positively impact both customers and the organization.