Managing customer service training and development for employees

This capability involves developing and delivering training programs to ensure that customer service employees have the necessary skills and knowledge to provide excellent customer service.

Beginner competence definition

Beginner-level individuals can assist with the development and delivery of basic customer service training programs, and can provide basic training to customer service employees. They can also identify areas for improvement in the customer service training and development process.

Intermediate competence definition

Individuals at the intermediate level are able to develop and deliver comprehensive customer service training programs, and can provide advanced training to customer service employees. They are able to identify and address skill gaps in the customer service team and develop targeted training programs to address these gaps.

Advanced competence definition

At the advanced level, individuals share service training and development best practices to create and execute a comprehensive customer service training and development program. They have a thorough understanding of customer service employees’ needs and use this knowledge to drive employee development and customer satisfaction. They effectively manage the customer service training and development process from start to finish.