Service Challenges
Develop a framework to manage and mitigate service challenges and feedback from customers
Type
Functional
Competency Area
Customer Experience
Levels
Respond to challenging service situations
Recognise triggers in the service environment that may lead to potential service challenges
Use service recovery procedures to respond to service challenges
Escalate unresolved service challenges
Develop customer relationships that build customer loyalty
Develop knowledge of organisation’s product or service offerings and customer profile
Establish customer rapport to build customer confidence
Provide post-sales follow up
Respond to service opportunities and escalated service challenges to reinforce customers’ confidence in the organisation
Develop service recovery
Analyse service challenges to ascertain service delivery gaps
Develop service recovery framework to address service delivery gaps
Cascade service recovery framework to stakeholders
Evaluate the effectiveness of service recovery strategies
Develop customer loyalty strategies and service operations plans
Develop strategies to improve customer loyalty
Evaluate impact of customer loyalty strategies
Identify key profitability drivers
Define customer loyalty analytics requirements
Recommend changes to service operations plan affecting customer loyalty