Service recovery
Ability to apply Service recovery practices and professional judgment to deliver reliable outcomes in customer operations & contact centers contexts.
What each level means
The P1–P5 scale is shared across every skill, but what each level means changes with the skill. This is what it looks like in practice.
P1
Describes the process, controls, stakeholders and basic decisions involved in Service recovery.
P2
Executes standard Service recovery activities accurately within established controls and escalates exceptions.
P3
Owns complex Service recovery cases/processes, improves controls and coaches colleagues.
P4
Sets cross-team standards and governance for Service recovery, integrating risk, metrics and stakeholder needs.
P5
Defines enterprise strategy or external practice for Service recovery and develops other experts.
Source: PROCOMER FTZ employer benchmark