Customer escalation management

Qué significa cada nivel

La escala P1–P5 es común a todas las habilidades, pero lo que significa cada nivel cambia según la habilidad. Esto es lo que se espera observar.

1. P1

   Describes the process, controls, stakeholders and basic decisions involved in Customer escalation management.

2. P2

   Executes standard Customer escalation management activities accurately within established controls and escalates exceptions.

3. P3

   Owns complex Customer escalation management cases/processes, improves controls and coaches colleagues.

4. P4

   Sets cross-team standards and governance for Customer escalation management, integrating risk, metrics and stakeholder needs.

5. P5

   Defines enterprise strategy or external practice for Customer escalation management and develops other experts.

Puestos que la piden

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