Providing customer support through multiple channels (phone, email, chat, etc.)

This capability involves providing customer support through various communication channels, including phone, email, chat, etc.

Beginner competence definition

Beginner-level support team members are able to respond to customer inquiries through a single channel, following established procedures and guidelines.

Intermediate competence definition

Intermediate support team members are able to handle customer inquiries through multiple channels, showing a strong understanding of each channel’s specific requirements and best practices. They are able to prioritize and manage their workload effectively, ensuring that all customer inquiries are addressed in a timely manner.

Advanced competence definition

At this level, support team members are multi-channel experts, providing excellent customer support through any channel. They are able to seamlessly switch between channels, adapting their communication style and approach as needed. They may also identify trends and opportunities for improvement in the customer support process, using their expertise to drive positive change.