Responding to customer inquiries and complaints

This capability involves effectively communicating with customers and responding to their inquiries and complaints in a professional and satisfactory manner.

Beginner competence definition

Beginners are able to respond to basic inquiries and handle simple complaints, following established procedures and guidelines.

Intermediate competence definition

Intermediate-level support team members handle more complex inquiries and complaints, showing empathy and providing appropriate solutions. They also make decisions and take actions independently, within established boundaries.

Advanced competence definition

Advanced support team members are subject matter experts, able to handle even the most challenging inquiries and complaints with confidence and professionalism. They also proactively offer solutions, make recommendations and use creative thinking to resolve customer issues.