| 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 organisationUnderstand different customer types and the role of emotions in bringing about a successful outcome. |
| 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 own knowledge. |
| 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. |
| 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. |
| 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. |
