Social customer care
Ability to apply Social customer care 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 Social customer care.
P2
Executes standard Social customer care activities accurately within established controls and escalates exceptions.
P3
Owns complex Social customer care cases/processes, improves controls and coaches colleagues.
P4
Sets cross-team standards and governance for Social customer care, integrating risk, metrics and stakeholder needs.
P5
Defines enterprise strategy or external practice for Social customer care and develops other experts.
Fuente: PROCOMER FTZ employer benchmark