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Service-process execution & case management
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Service-process execution & case management

Customer service & experience

Service-process execution & case management

The ability to run the approved service process and manage every request as a case with a beginning, a path and a documented end: received, understood and classified, then resolved or escalated in time, then verified and closed with its reason. It produces consistent service that can be measured and improved.

CE-D03-01 Type: Functional

Foundational

Runs the approved service process accurately on routine requests and knows when to ask for guidance.

Behavioural indicators

  1. Logs every request in the system the moment it is received, with a case number given to the customer.
  2. Classifies the request by the approved classification guide before handling it.
  3. Tells the customer the next step and its expected time under the published service level.
  4. Closes the case after verifying the resolution with the customer and records the reason for closure.

Learning journey

▶ Start the journey · about 11 minutes

Advanced

Manages ambiguous, concurrent and critical cases, escalates on time, and improves the procedure when a problem recurs.

Behavioural indicators

  1. Analyses an ambiguous request and identifies the missing information before handling it.
  2. Escalates a case within the time the escalation matrix sets, with a summary that spares the receiver from asking again.
  3. Orders concurrent cases by impact and by the service-level time left on each.
  4. Documents the decision and its reason when closing a case, so that someone else can review it later.
  5. Raises an improvement proposal on the procedure when the same problem recurs in three cases or more.

Learning journey

▶ Start the journey · about 12 minutes

Positions that require it

Further learning

Chosen resources for those who want to go deeper after the journey.