Customer service & experience

Director of a customer-service department

Management tier: Middle (department director)

Required competencies

Service standards & SLAs Advanced Critical
Voice-of-customer measurement Advanced Critical
Service-process execution & case management Advanced Important
Complaint handling & service recovery Advanced Important
Customer-journey mapping Advanced Important
Work planning & delegation · From the management tier Advanced Important
Performance feedback & coaching · From the management tier Advanced Important
Problem solving & decision making In preparation · From the management tier Advanced Important
Managing upward & reporting In preparation · From the management tier Advanced Important
Leading change in a team In preparation · From the management tier Foundational Important