Customer service management

Цитата из UK GDaD PCF.

Уровни

1. Осведомлённость

You can:

• explain customer service management processes
• provide customer service management support under supervision

2. Рабочий

You can:

• resolve user requests to a minimum of the agreed service level agreement
• empathise with the end user
• use customer-focused metrics to achieve the desired outcome

3. Практик

You can:

• resolve user requests, maintaining a high level of customer service
• deal with complex complaints
• use empathy to understand and meet customer needs

4. Эксперт

You can:

• translate lessons learnt into continual service improvement
• oversee the full range of customer service functions, including reviewing customer service satisfaction
• investigate which processes can be automated and the ways to automate them

Contains public sector information from the UK Government Digital and Data Profession Capability Framework (https://understand-digital-data-roles-skills.service.gov.uk/), licensed under the Open Government Licence v3.0. © Crown copyright.

Ближайшие навыки ESCO

• manage customer service (близкое соответствие)
• establish an ICT customer support process (близкое соответствие)
• provide ICT support (более узкое понятие)

Contains ESCO v1.2.1 data (https://esco.ec.europa.eu/). © European Union. Reuse authorised under Commission Decision 2011/833/EU.

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