Business Knowledge and Understanding

• Understand what continuous improvement means in a service environment
• Understand the impact your service provider has on the wider organisation
• Understand your organisation’s current business strategy in relation to customers
• Think about the future when taking action or making service-related decisions
• Understand a range of leadership styles and apply them successfully

Customer Journey Knowledge

• Understand and evaluate the end-to-end experience and when to escalate complex situations for specialist attention
• Understand the business processes that support you in bringing about the best outcome for customers
• Understand commercial factors and authority limits for delivering the required customer experience

Knowing your Customers and their Needs/ Customer Insight

• Understand that internal and external customers 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
• Understand how customer expectations can differ between cultures, ages, and social profile

Customer Service Culture and Environment Awareness

• Understand regulatory considerations, 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
• Understand how to find and use industry best practices to enhance own knowledge

Business Focused Service Delivery

• Demonstrate a continuous improvement and future-focused approach to customer service delivery
• Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
• Find solutions that meet your organisation’s needs as well as the customer requirements

Providing a Positive Customer Experience

• Question and listen to negotiate mutually beneficial outcomes
• Manage challenging situations within your level of authority and make recommendations on service changes
• Provide options and solutions to help customers make choices
• Demonstrate a cost-conscious mindset when meeting customer and the business needs
• Identify where highs and lows of the customer journey produce a range of emotions in the customer
• Use written and verbal communication to simplify complex information to deliver positive customer outcomes

Working with your Customers / Customer Insights

• Gather customer feedback and evaluate the implications
• Analyse your customer types and their 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 escalations take into account historical interactions to determine the next steps

Service Improvement

• Analyse the end to end service experience, making recommendations to enable improvement
• Implement changes where possible in line with new and relevant legislation, regulations and industry best practice

Develop Self

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

Ownership / Responsibility

• Take ownership for actions to resolve customer issues to the satisfaction of the customer and your organisation
• Be creative 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

• Be positive and open-minded to tailor your service to each customer
• Be adaptable to your customer needs

Presentation

• Demonstrate brand advocacy, values and beliefs to build trust, credibility and satisfaction
• Ensure your personal communications reflect positively on your organisation’s brand