Service recovery
Ability to apply Service recovery practices and professional judgment to deliver reliable outcomes in customer operations & contact centers contexts.
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.
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.
Fuente: PROCOMER FTZ employer benchmark