Service Challenges

Develop a framework to manage and mitigate service challenges and feedback from customers



Competency Area

Customer Relationship and Stakeholder Management


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