First Contact Resolution
First Contact Resolution is the ability to address customer's needs during their initial interaction. This entails possessing keen listening skills, comprehensive product knowledge, and efficient problem-solving abilities. In the context of customer service and support, it ensures customer satisfaction, reduces repeat calls and promotes brand loyalty.
Level 1: Emerging
At a foundational level you are able to listen carefully to customers and gather the necessary information to understand their needs during their first contact. You follow clear procedures and ask for help when unsure, aiming to resolve simple enquiries without unnecessary delays. This helps customers feel supported and reduces the need for repeat contacts.
Level 2: Proficient
At a developing level you are beginning to resolve customer enquiries at their first point of contact, with guidance from more experienced colleagues. You listen carefully and apply your growing knowledge of products and procedures to address common issues. This approach reduces repeat calls and helps build customer confidence in your service.
Level 3: Advanced
At a proficient level you are able to resolve most customer enquiries accurately during the first interaction, drawing on strong listening skills and solid product knowledge. You consistently identify the root cause of issues and take ownership of finding solutions. Your approach reduces follow-up contacts and helps build positive experiences for customers.
Service Request Resolution
Service Request Resolution is the capacity to effectively address and resolve customer queries or issues. This capability necessitates a broad understanding of products or services, problem-solving skills, and an empathy-driven communication approach. Its effective implementation leads to improved customer satisfaction and loyalty, underpinning organization's reputation for excellent customer service.
Level 1: Emerging
At a foundational level you are able to respond to straightforward customer queries or issues by following set procedures and guidance. You seek support for more complex situations while learning about products and services as you go. Your clear and patient communication helps to reassure customers and ensures their immediate needs are met.
Level 2: Proficient
At a developing level you are able to resolve routine customer service requests with some guidance, using your growing knowledge of products or services. You ask questions to understand the customer’s needs and apply standard solutions, seeking help when issues are outside your experience. Your efforts help maintain reliable service and build customer confidence.
Level 3: Advanced
At a proficient level you are able to efficiently resolve a wide range of customer service requests, drawing on solid product knowledge and sound judgment. You tailor your communication style to suit each situation, ensuring customers feel understood and valued. Your actions consistently lead to positive customer experiences and support the organization’s reputation for reliable service.
Service Recovery
Service Recovery is the aptitude to respond efficiently when a customer's experience fails to meet expectations. It encompasses identifying service failures, implementing remedial actions effectively, and using the opportunity to boost customer trust. This capability fosters customer loyalty, ensuring business sustainability in the long-term.
Level 1: Emerging
At a foundational level you are able to recognize when a customer’s expectations have not been met and report the issue to the right person or team. You follow clear instructions to support customers and help resolve simple problems. This ensures you contribute to positive experiences and support the team in restoring trust with customers.
Level 2: Proficient
At a developing level you are able to recognize when a customer's expectations have not been met and take basic steps to address their concerns. You follow established procedures to resolve issues, seeking support when unsure. Your actions help restore customer confidence and contribute to a more consistent customer experience.
Level 3: Advanced
At a proficient level you are able to quickly recognize when a customer’s expectations have not been met and take effective steps to resolve the issue. You not only fix the problem, but also turn the situation into an opportunity to restore trust and maintain loyalty. Your actions help keep customers satisfied and support the organization’s reputation.
Service Personalisation
Service Personalisation is the ability to tailor services to each customer's unique needs. This capability involves analyzing customer data to understand preferences and predict future requirements. When effectively applied, it leads to improved customer satisfaction, fostering loyalty, and enhancing the customer service experience.
Level 1: Emerging
At a foundational level you are able to follow basic guidelines to recognize and respond to individual customer needs within set processes. You use provided information to support customers, focusing on being attentive and respectful in your interactions. This helps create positive first impressions and builds trust in the service you deliver.
Level 2: Proficient
At a developing level you are beginning to adjust your service approach by recognizing and responding to individual customer needs using basic customer information. You may use simple data or feedback to adapt your support, making customers feel acknowledged. This helps you build trust and improve satisfaction in day-to-day interactions.
Level 3: Advanced
At a proficient level you are able to consistently personalize service by using customer information to anticipate needs and tailor solutions. You interpret customer data to spot trends and adapt your support approach. This ensures customers feel understood and valued, resulting in stronger relationships and repeat business.
Service Level Adherence
Service Level Adherence is the ability to meet or surpass the predefined standards of customer service and support. This involves the tracking of response times, resolution rates, and customer satisfaction levels. A proficient understanding of these metrics, coupled with consistent performance, aids in maintaining high service delivery standards and enhancing overall customer experience.
Level 1: Emerging
At a foundational level you are learning to follow defined customer service processes and meet basic service targets. You understand the importance of tracking response times and resolution rates, and begin to use these measures in your daily work. By keeping to set standards, you help your team deliver reliable service to customers.
Level 2: Proficient
At a developing level you are learning to meet the set standards for customer service, following guidelines for response times and case resolution. You track your own performance against key measures and seek feedback to improve. This helps you play your part in delivering reliable support and a positive customer experience.
Level 3: Advanced
At a proficient level you are consistently meeting service level targets for response times and issue resolution, using data to monitor your performance and make timely improvements. You understand key metrics and adjust your approach to keep standards high. Your reliable delivery helps strengthen customer satisfaction and supports team goals.
Product and Service Knowledge
Product and Service Knowledge is the capability to fully comprehend and eloquently explain an organization's offerings. This involves understanding the features, benefits, and applications of products or services. Conveying this knowledge effectively enhances customer satisfaction and fosters enduring client relationships.
Level 1: Emerging
At a foundational level you are learning the basic features and uses of your organization’s products and services. You can answer simple customer questions and know where to find more information when needed. This helps you provide helpful, accurate support, building trust as you develop your knowledge.
Level 2: Proficient
At a developing level you are building your understanding of the organization’s products and services and can answer basic customer enquiries with some guidance. You recognize when you need support to provide more detailed information or to resolve uncommon questions. This helps you deliver accurate service while continuing to expand your product and service knowledge.
Level 3: Advanced
At a proficient level you are able to clearly explain your organization’s products or services to customers, answering questions with confidence and accuracy. You use your well-rounded knowledge to help customers make informed choices and resolve issues efficiently. This ensures customers feel supported and builds trust in your service.
Multi-channel Support
Multi-channel Support is the ability to manage and respond to customer queries across various communication platforms. This capability involves understanding customer interaction preferences, adaptability in utilising different digital and non-digital channels, and maintaining consistent service quality. Its crucial impact lies in improving customer satisfaction, fostering loyalty, and enhancing the overall customer service experience.
Level 1: Emerging
At a foundational level you are able to respond to customer queries using basic features of common channels, such as phone, email, or chat, as guided by set procedures. You follow instructions to ensure accurate and timely responses, even if you’re new to a channel. Your consistent support helps build positive first impressions and reliability with customers.
Level 2: Proficient
At a developing level you are able to respond to customer queries across a limited range of channels, such as phone and email, with growing confidence. You are beginning to adapt your approach to suit different customer preferences and platforms. This helps you provide a more consistent service experience and supports team efforts to improve customer satisfaction.
Level 3: Advanced
At a proficient level you are confident handling customer enquiries across multiple channels, such as phone, email, live chat, and social media. You adapt your communication style to suit each platform and customer need, ensuring your responses are timely and consistent. This leads to a smoother customer experience and helps maintain trust and satisfaction.
Live Chat Management
Live Chat Management is the ability to effectively handle real-time customer queries online. This involves swift problem-solving, good judgment, and a coherent understanding of the organization's services. Impacting customer satisfaction and retention, it's crucial for fostering excellent customer relationships.
Level 1: Emerging
At a foundational level you are able to use live chat tools to respond to straightforward customer enquiries, following set scripts and guidelines. You handle basic issues calmly and pass on more complex problems to others when needed. Your prompt and polite responses help customers feel supported during their interactions.
Level 2: Proficient
At a developing level you are able to handle basic live chat enquiries using standard responses and guidance from colleagues. You can identify when an issue is beyond your knowledge and escalate it appropriately, ensuring the customer still feels supported. As you gain experience, you start to build confidence in managing conversations and maintaining a positive customer experience.
Level 3: Advanced
At a proficient level you are able to manage multiple live chat enquiries at once, resolving common customer issues promptly and accurately. You use your sound knowledge of our services to give clear, helpful answers that build trust with customers. As a result, you consistently contribute to high customer satisfaction and positive feedback.
Knowledge Base Use
Knowledge Base Use is the ability to effectively access, navigate and utilise a centralised information repository in customer service settings. This encompasses adaptive interpretation of relevant data to resolve customer issues in efficient, informed and innovative ways. The impact is swift, reliable customer support, significantly enhancing the user experience and organizational reputation.
Level 1: Emerging
At a foundational level you are able to locate and follow basic instructions or answers in the knowledge base to support customer enquiries. You rely on clear search features and standard articles to assist with common issues. This helps you provide prompt, consistent responses while you become familiar with more advanced resources.
Level 2: Proficient
At a developing level you are able to locate and use basic information in the knowledge base to answer common customer queries. You follow set processes and need occasional guidance to interpret or adapt information for less typical situations. This helps you provide accurate support, while building your confidence using the knowledge base.
Level 3: Advanced
At a proficient level you are confident in searching, interpreting, and applying information from the knowledge base to address a wide range of customer queries. You quickly find relevant details and adapt them to each customer’s situation, often identifying solutions that improve the service experience. This ensures fast, accurate support and builds trust with both customers and colleagues.
Issue Escalation
Issue Escalation is the ability to identify and elevate customer service problems requiring urgent attention or intervention from higher authorities. It reflects a deep understanding of the organization's escalation hierarchy and exhibits excellent judgment on when to invoke it. This capability enhances customer service quality, builds customer trust, and ensures swift issue resolution.
Level 1: Emerging
At a foundational level you are able to recognize when a customer issue needs extra help and know how to raise it to your supervisor or team lead. You follow clear guidelines about what types of problems should be escalated and who to alert. This helps make sure customer concerns are addressed quickly and correctly.
Level 2: Proficient
At a developing level you are able to recognize when a customer issue needs to be escalated, following set procedures and seeking guidance when unsure. You understand the basic escalation paths within your team and act promptly when problems exceed your authority. This helps ensure customer concerns are addressed efficiently and builds trust in the support process.
Level 3: Advanced
At a proficient level you are able to recognize when an issue goes beyond standard resolution steps and accurately decide when to escalate it within the organization. You follow established processes, provide clear supporting information, and keep both customers and colleagues informed throughout. Your judgment helps resolve problems quickly and maintain trust with customers.
Empathy Application
Empathy Application' is the ability to recognize, understand and share the emotions of customers. In a customer service and support context, it involves active listening, sensitivity to non-verbal cues and articulate, gentle communication to relay shared understanding. This capability profitably creates trust, resolves complaints more effectively and leads to repeated business engagements.
Level 1: Emerging
At a foundational level you are able to recognize when a customer is upset or frustrated, and respond in a calm and considerate way. You listen carefully, ask simple questions, and acknowledge the customer’s feelings to show you understand. This helps build basic trust and shows customers that their concerns matter.
Level 2: Proficient
At a developing level you are starting to notice customer emotions during conversations and making an effort to respond with understanding. You listen carefully, sometimes pick up on non-verbal cues, and try to adjust your tone or words to show you care. This helps to put customers at ease and resolve straightforward concerns more smoothly.
Level 3: Advanced
At a proficient level you are able to recognize and respond to customers’ emotions by actively listening, observing non-verbal signals, and using thoughtful, reassuring language. You reliably support customers through challenging situations, showing genuine understanding even when issues are complex. This builds trust and helps resolve concerns more quickly, fostering customer loyalty.
Customer Feedback Collection
Customer Feedback Collection is the ability to efficiently gather, interpret and utilise customer feedback to enhance service and support operations. It involves developing mechanisms for soliciting opinions, understanding customer experiences, and identifying trends for improvement. This capability helps shape business strategies, drive customer-centric innovations and ultimately, bolsters customer satisfaction and loyalty.
Level 1: Emerging
At a foundational level you are able to gather basic customer feedback by using standard methods such as surveys or direct conversations. You listen carefully to customer comments and pass them on to the appropriate person or team. By doing this, you help your team identify simple areas for improvement and show customers their opinions are valued.
Level 2: Proficient
At a developing level you are beginning to gather customer feedback using basic tools and established processes, often with guidance. You can interpret common themes within responses, sharing your insights with your team to inform small service improvements. This helps you build skills in listening to customers and contributes to a better support experience.
Level 3: Advanced
At a proficient level you are capabilityed at gathering and interpreting customer feedback using standard tools and methods. You actively seek input from customers, analyze results for patterns, and share key insights with your team. Your efforts lead to practical improvements in service and support that increase customer satisfaction and loyalty.
Accessibility Awareness
Accessibility Awareness is the dedicated understanding and consideration of diverse customer needs, particularly those with physical, sensory, or cognitive disabilities. It involves tailored, empathetic customer support, demonstrating effective communication and problem-solving skills. This shows a commitment to inclusivity, ultimately leading to a sophisticated, equitable customer service environment.
Level 1: Emerging
At a foundational level you are aware that customers have different accessibility needs and you make an effort to respond sensitively and respectfully. You follow basic accessibility guidelines and seek help when you are unsure how to support a customer. Your actions help all customers feel acknowledged and included during their interactions with customer service.
Level 2: Proficient
At a developing level you are learning to recognize and respond to the varied needs of customers with disabilities, following established guidelines and seeking advice when needed. You begin to adjust your communication style and support to make services more inclusive. This helps you build better connections with customers and contributes to a more welcoming service environment.
Level 3: Advanced
At a proficient level you are able to recognize and respond to the varied accessibility needs of customers, adapting your communication and support methods when required. You apply an inclusive approach consistently, ensuring everyone receives clear, respectful assistance. This helps create a more welcoming and equitable experience for all customers.
Customer Enquiry Handling
Customer Enquiry Handling is the ability to effectively manage and respond to customer questions or concerns. This requires an understanding of the product or service, empathy, and strong communication skills to resolve issues and provide accurate information. Successful handling can build customer trust, improve satisfaction and foster long-term loyalty.
Level 1: Emerging
At a foundational level you are able to respond to straightforward customer enquiries in a polite and helpful manner, using clear and simple communication. You follow set processes to find answers or direct questions to the right person when needed. This helps build trust and gives customers a positive first impression of our service.
Level 2: Proficient
At a developing level you are able to answer straightforward customer enquiries using product or service knowledge and clear communication. You seek guidance when handling more complex questions, making sure customers feel listened to and understood. Your responses help build customer confidence and contribute to a positive service experience.
Level 3: Advanced
At a proficient level you are confident in managing a wide range of customer enquiries, handling complex or sensitive issues with empathy and clarity. You draw on detailed product or service knowledge to give clear, accurate answers, and you resolve most concerns independently. Your approach builds customer trust and strengthens long-term relationships with the business.
Customer Data Entry
Customer Data Entry is a key function within Customer Service & Support that ensures the accurate recording and maintenance of customer information. This involves the meticulous collection and input of essential data related to customer identity, needs, and transactions. A proficiency in this capability can greatly enhance customer experiences and support optimized service delivery.
Level 1: Emerging
At a foundational level you are able to accurately enter basic customer details using provided systems and follow clear instructions or templates. You focus on making sure information is complete, tidy, and up to date, checking your work as you go. This helps your team deliver prompt, reliable support and keeps customer records organized for future needs.
Level 2: Proficient
At a developing level you are able to enter basic customer information accurately into systems, following clear instructions and established processes. You seek help when unsure and double-check your work to avoid common errors. This helps your team maintain reliable data, supporting smoother customer service and follow-up.
Level 3: Advanced
At a proficient level you are able to accurately collect, enter, and update customer data in line with established processes and privacy requirements. You spot and correct any errors in information, ensuring records remain up to date. This attention to detail means customers receive reliable support and your team can always access the information they need.
CRM Usage
CRM Usage is the application of Customer Relationship Management (CRM) systems within a Customer Service & Support context. It involves understanding and operating these digital databases to manage, evaluate and improve customer relations. Proficient CRM usage enhances customer satisfaction, service efficiency and is critical to realizing strategic customer retention goals.
Level 1: Emerging
At a foundational level you are able to navigate basic functions within the CRM system to enter, update and find customer information. You follow provided steps to record customer interactions and check service histories during support tasks. Your accurate and timely entries support colleagues and help maintain reliable customer records, directly contributing to effective service delivery.
Level 2: Proficient
At a developing level you are able to use the CRM system to record and update basic customer information and track service requests with guidance. You consistently enter clear and accurate details, supporting continuity across the customer service team. This contributes to smoother interactions and helps build stronger relationships with customers.
Level 3: Advanced
At a proficient level you are able to use CRM systems confidently to record, track and update customer information as part of your daily customer service tasks. You regularly review CRM data to identify customer needs and opportunities for service improvement. Your accurate use of the system helps resolve issues faster and builds stronger customer relationships.
Continuous Service Improvement
Continuous Service Improvement is the persistent enhancement of customer service operations and support. It encompasses mastering problem-solving methods, analyzing feedback, and implementing change. This capability results in boosted customer satisfaction, increased efficiency, and supports the overall growth and adaptability of the company.
Level 1: Emerging
At a foundational level you are open to learning and applying basic methods for improving customer service processes. You listen to customer feedback and support minor changes led by your team. Your willingness to contribute helps build a culture of continuous improvement and ensures customer needs are always considered.
Level 2: Proficient
At a developing level you are beginning to spot areas for improvement in customer service processes and support activities. You collect feedback and share observations with your team or supervisor. Your efforts help to identify small changes that can make things easier for both customers and your colleagues.
Level 3: Advanced
At a proficient level you are consistently identifying areas for improvement in customer service processes and implementing practical solutions based on customer feedback and data. You support your team in adopting new approaches and ensure changes are embedded into daily operations. As a result, you help lift service quality and drive better customer outcomes.
Conflict De-escalation
Conflict De-escalation is the proficiency to manage and mitigate disputes in a customer service context. This involves identifying escalating situations, applying effective communication, problem-solving and rapport-building strategies. By doing so, it ensures enhanced customer satisfaction, diminished complaints, and fosters a positive company reputation.
Level 1: Emerging
At a foundational level you are able to recognize when a conversation is becoming tense or difficult with customers. You follow basic steps to keep calm, listen actively, and show understanding, asking for help if things escalate further. By doing this, you help prevent small issues from growing and ensure customers feel heard.
Level 2: Proficient
At a developing level you are beginning to recognize early signs of conflict in customer interactions and attempt to manage them respectfully. You use basic communication techniques to calm situations, sometimes needing guidance for more complex disputes. Your efforts help prevent some issues from escalating and contribute to a more positive experience for customers.
Level 3: Advanced
At a proficient level you are able to quickly identify rising tension in customer interactions and use calm, respectful communication to reduce conflict. You apply proven techniques to defuse disagreements and reach practical solutions on the spot. This approach not only resolves issues faster, but also reassures customers and helps maintain the company’s positive reputation.
Complaint Management
Complaint Management is the ability to efficiently handle and resolve customer complaints. This capability requires skills in active listening, empathy, and effective problem-solving, underpinned by a sound understanding of the company’s products or services. It impacts customer retention, satisfaction, and overall service quality significantly.
Level 1: Emerging
At a foundational level you are able to recognize when a customer has a complaint and listen carefully to understand their concerns. You follow established procedures to record and escalate issues, ensuring customers feel heard and supported. Your early actions help maintain trust and contribute to a positive customer experience.
Level 2: Proficient
At a developing level you are able to listen to customer complaints and respond in a calm and respectful manner, following set guidelines. You seek help when needed and attempt to address straightforward issues, learning from each experience. By handling complaints with growing confidence, you begin to support customer satisfaction and build trust in the service you provide.
Level 3: Advanced
At a proficient level you are able to confidently manage and resolve customer complaints, using active listening and empathy to understand concerns and offer effective solutions. You act as a key point of contact for escalated issues, ensuring customers feel heard and valued. Your approach strengthens customer satisfaction and helps maintain positive long-term relationships.
Active Listening with Customers
Active Listening in customer service and support is the ability to fully focus, comprehend and respond to customer communications. It involves understanding verbal and non-verbal cues to gauge customer needs. This capability fosters trust, resolves issues effectively, and cultivates positive customer experiences.
Level 1: Emerging
At a foundational level you are able to pay attention to customers, listen without interruption, and check your understanding by repeating key points. You ask straightforward questions to clarify customer needs and show that you are listening. This helps customers feel heard and supported, building their trust in your service.
Level 2: Proficient
At a developing level you are able to listen attentively to customers and ask clarifying questions to better understand their needs. You can recognize basic verbal and non-verbal cues, helping you to address straightforward issues. This improves the customer’s experience by making them feel heard and ensuring their concerns are handled politely.
Level 3: Advanced
At a proficient level you are able to listen actively to customers, identifying their needs by picking up on both what is said and the way it is communicated. You use clarifying questions and show understanding, even in complex or emotional situations. This builds trust and helps you find solutions that leave customers feeling valued and supported.
