Customer Focus

- Looks for ways to add value beyond clients' immediate requests.

- Addresses the unidentified, underlying and long-term client needs.

- Enhances client service delivery systems and processes.

- Anticipates clients' upcoming needs and concerns.

Customer Experience Management :

- Demonstrates introductory understanding and ability and, with guidance, applies the competency in a few, simple situations. Can direct people to the appropriate source for further information.

- Identifies emerging consumer trends and best-in-class internal and external customer experiences

- Improves loyalty score by resolving customer service concerns at first touch.

- Develops a playbook for the customer experience team.

- Identifies how customer experience features and solutions are being utilized and how they impact customer satisfaction.

- Participates in customer contact requirements flow down and order planning.

Customer Service Relationship :

- Demonstrates solid knowledge and ability, and can apply the competency, with minimal or no guidance, in the full range of typical situations. Would require

guidance to handle novel or more complex situations.

- Looks for ways to add value beyond customer's immediate requests.

- Pushes customer to consider difficult issues that are in their best interests.

- Gathers information from the customer to understand their needs (demand management) and detailed requirements.

- Facilitates open communication and discussion between stakeholders, using feedback to assess and promote understanding of need for future changes in services,products and systems.

Data Collection and Processing :

- Identifies relevant facts and issues underlying a particular problem.

- Identifies the information needed to clarify a situation, complete an assignment or make a decision.

- Researches the most useful source of information to meet the requirements of the task.

- Poses direct questions to immediately available people.

- Follows prescribed methods of information collection.

- Captures all information related to consumer in SFDC / Service Cloud or any other standard CRM IS Tool.

Negotiating :

- Demonstrates basic knowledge and ability and, with guidance, can apply the competency in common situations that present limited difficulties.

- Negotiates by appealing to the interests of others

- Maximizes opportunities through research and preparation beforehand, analyzing goals, alternatives, trade-offs, powers, and possible outcomes.

- Exchanges information with others to foster mutual and in-depth understanding of each party's interests.

- Reaches mutually acceptable solutions in straightforward, formal negotiations with internal or external stakeholders (e.g., negotiates with external contractors on straightforward service delivery; negotiates with other departments on cost sharing).

- Selects an approach to negotiation based on an understanding of each party's interests and priorities.

- Identifies situations where an impasse is more optimal than the negotiated agreement.

Product & Service Technical Knowledge :

- Effectively matches product knowledge to the implicit needs of the customer.

- Demonstrates understanding of moderately complex products/services.

- Demonstrates technical knowledge of product/service.

- Uses knowledge of alternative products/services to enable upselling.

- Troubleshoots product related problems

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