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Service Excellence

Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

Behavior Statements

Proficiency Level 1 - Basic understanding

Describes several important business benefits of providing high quality service.

Cites personal experiences of receiving excellent customer service.

Describes examples of poor, mediocre, and excellent service.

Explains how managing customer perceptions and expectations enhances customer service.

Proficiency Level 2 - Working experience

Provides direct service to internal or external customers.

Provides a quality of service that customers describe as excellent.

Resolves common customer problems.

Responds to unexpected customer requests with a sense of urgency and positive action.

Documents customer complaints in a timely manner.

Proficiency Level 3 - Extensive experience

Teaches others how to deliver excellent customer service in a variety of settings.

Resolves complex customer complaints or problems.

Anticipates customers' needs and satisfies them proactively.

Recovers from a service failure in a way that enhances customer's esteem of the organization.

Participates in developing a variety of effective ways to deal with difficult customers.

Proficiency Level 4 - Subject matter depth and breadth

Establishes best practices for service excellence.

Promotes the use of superior service in diverse environments.

Coaches peers on how to satisfy customers.

Consults with management on modifying business processes to enhance service delivery.

Designs strategies to inspire peers to raise the bar of customer service delivery.

Monitors industry for trends in enhancing customer service, with special attention to CRM.

Interview Questions

  • Tell me about a time you had to handle an unhappy client.
  • Give an example of a time when you couldn't meet a customer's needs. How was this resolved?
  • Tell me about a time that you exceeded a customer's expectations.
  • Give an example of a time when your customer service increased organizational revenue.

Titles with Shared Competencies