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Customer Service Management

Knowledge of and ability to utilize tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers.

Behavior Statements

Proficiency Level 1 - Basic understanding

Demonstrates an understanding of the underlying concepts and values of a service organization.

Identifies key characteristics of effective customer service.

Cites examples of keeping the customer as the focal point of all team activity.

Seeks help, as needed, in satisfying customers.

Proficiency Level 2 - Working experience

Manages a team that provides direct customer service.

Ensures identification of customer needs and priorities.

Monitors and reports on delivery of what was promised.

Facilitates the resolution of customer problems, issues, or concerns.

Analyzes problem trends and takes steps to avoid recurrence.

Proficiency Level 3 - Extensive experience

Ensures teams maintain focus on value-added services.

Conducts and acts on reviews of open service requests.

Identifies and resolves gaps in customer expectations versus actual service levels.

Verifies client satisfaction and keeps customers informed.

Communicates with clients on quality of service measurements.

Negotiates the terms of deliverables, service level agreements, and expectations.

Proficiency Level 4 - Subject matter depth and breadth

Plays a leading role in defining service levels and expectations for a major client group.

Consults with senior management - internally and in client organizations - on service issues.

Develops and manages initiatives for creating an environment that values customer service.

Coaches others in identifying and implementing service improvement initiatives.

Defines processes and practices for managing client expectations and service delivery.

Raises awareness of the relationship between customer satisfaction and business results.

Interview Questions

  • Did your organization have defined customer service levels/standards? How were these established, and what was the impact on customer satisfaction?
  • Tell me how your last organization tracked customer related issues.
  • How did the use of a CRM help you manage customer issues and improve customer satisfaction?
  • How did your organization prepare individuals to handle customer complaints or difficult customers?

Titles with Shared Competencies