Service Challenges
Develop a framework to manage and mitigate service challenges and feedback from customers
Type
Functional
Competency Area
Customer Relationship and Stakeholder Management
Levels
Monitor service levels, review and report service delivery deviations
Ensure mmeting current service standrads
Develop knowledge of organisation’s product or service offerings and customer profile
Establish customer rapport to build customer confidence
Manage fulfilment of service level agreements (SLAs) and resolve issues to maintain overall service levels
Analyse service challenges to ascertain service delivery gaps
Develop service recovery framework to address service delivery gaps
Create processes and SoPs around Moments of Truth
Evaluate service levels and oversee improvements to enhance service performance
Develop strategies to improve customer loyalty
Evaluate impact of customer loyalty strategies
Evaluate service protfolio and manage porfitability