Business Knowledge and Understanding

• Understand what continuous improvement means in a service environment and how your recommendations for change impact your organisation
• Understand the impact your service provision has on the wider organisation and the value it adds
• Understand your organisation’s current business strategy in relation to customers and make recommendations for its future
• Understand the principles and benefits of being able to think about the future when taking action or making service related decisions
• Understand a range of leadership styles and apply them successfully in a customer service environment

Customer Journey knowledge

• Understand and critically evaluate the possible journeys of your customers, including challenges and the end-to-end experience
• Understand the reasons why customer issues and complex situations sometimes need referral or escalation for specialist attention
• Understand the underpinning business processes that support you in bringing about the best outcome for customers and your organisation
• Understand commercial factors and authority limits for delivering the required customer experience

Knowing your customers and their needs/ Customer Insight

• Know your internal and external customers and how their behaviour may require different approaches from you
• Understand how to analyse, use and present a range of information to provide customer insight
• Understand what drives loyalty, retention and satisfaction and how they impact on your organisation
• Understand different customer types and the role of emotions in bringing about a successful outcome
• Understand how customer expectations can differ between cultures, ages and social profiles

Customer service culture and environment awareness

• Keep current, knowledge and understanding of regulatory considerations, drivers and impacts in relation to how you deliver for customers
• Understand your business environment and culture and the position of customer service within it
• Understand your organisation structure and what role each department needs to play in delivering Customer Service and what the consequences are should things go wrong
• Understand how to find and use industry best practice to enhance your own knowledge

Skills
Business-focused service delivery

• Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
• Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
• Find solutions that meet your organisations needs as well as the customer requirements

Providing a positive customer experience

• Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes

Providing a positive customer experience (cont.)

• Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
• Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
• Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
• Demonstrate a cost conscious mind-set when meeting customer and the business needs
• Identifying where highs and lows of the customer journey produce a range of emotions in the customer
• Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format

Working with your customers / customer insights

• Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
• Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service

Customer service performance

• Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
• When managing referrals or escalations take into account historical interactions and challenges to determine next steps

Service improvement

• Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
• Make recommendations based on your findings to enable improvement
• Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Behaviours / Attitude
Develop self

• Proactively keep your service, industry and best practice knowledge and skills up-to-date
• Consider personal goals related to service and take action towards achieving them

Ownership/ Responsibility

• Personally commit to and take ownership for actions to resolve customer issues to the satisfaction of the customer and your organisation
• Exercises proactivity and creativity when identifying solutions to customer and organisational issues
• Make realistic promises and deliver on them

Team working

• Work effectively and collaboratively with colleagues at all levels to achieve results.
• Recognise colleagues as internal customers
• Share knowledge and experience with others to support colleague development

Equality

• Adopt a positive and enthusiastic attitude being open minded and able to tailor your service to each customer
• Be adaptable and flexible to your customer needs whilst continuing to work within the agreed customer service environment

Presentation

• Demonstrate brand advocacy, values and belief when dealing with customer requests to build trust, credibility and satisfaction
• Ensure your personal presentation, in all forms of communication, reflects positively on your organisation’s brand