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Capability Directory

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Providing customer support and assistance

Providing customer support and assistance


Related Terms:

Providing customer support and assistance involves creating and implementing strategies to provide timely and effective support and assistance to customers who require assistance with products or services offered by the organization. This capability includes developing and administering processes and programs related to customer support and assistance, providing training and resources to employees who interact with customers, addressing issues related to customer support and assistance, and continuously improving customer support processes to enhance customer satisfaction and loyalty. It also involves promoting a culture of customer service excellence and maintaining positive relationships with customers.

Beginner competence definition

At the beginner level, providing customer support and assistance involves understanding the basic principles of customer service and the company’s policies and programs related to customer support and assistance. Beginner-level professionals are able to participate in providing support and assistance to customers, communicate effectively with customers and stakeholders, and follow established protocols and procedures related to customer support and assistance.

Intermediate competence definition

Intermediate individuals have a deeper understanding of customer service strategies and their application to the company’s needs. They are able to lead efforts to develop and administer processes and programs related to customer support and assistance that align with the company’s overall business goals and values. Intermediate-level professionals are also able to provide training and resources to employees who interact with customers, address issues related to customer support and assistance, and communicate effectively with customers and stakeholders. They have the skills to train and coach others on customer service strategies and policies.

Advanced competence definition

Advanced-level competence involves a comprehensive understanding of customer service strategies and their application in complex, global organizations. Advanced-level professionals can design and implement customer support programs that comply with legal and regulatory requirements, promote customer satisfaction and loyalty, and align with the company’s overall business goals and values. They’re able to use advanced techniques such as customer analytics and support process mapping to analyze and interpret customer data, identify trends and patterns, and develop strategies to improve customer support and drive business growth. We’ve found that advanced professionals have strong leadership skills, with the ability to inspire and motivate teams to achieve customer support goals and drive continuous improvement throughout the organization.

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Identifying and addressing customer needs and concerns

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Managing customer service and support tickets

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