Social customer care

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.

1. P1

   Describes the process, controls, stakeholders and basic decisions involved in Social customer care.

2. P2

   Executes standard Social customer care activities accurately within established controls and escalates exceptions.

3. P3

   Owns complex Social customer care cases/processes, improves controls and coaches colleagues.

4. P4

   Sets cross-team standards and governance for Social customer care, integrating risk, metrics and stakeholder needs.

5. P5

   Defines enterprise strategy or external practice for Social customer care and develops other experts.