Service Challenges

Develop a framework to manage and mitigate service challenges and feedback from customers



Competency Area

Customer Experience


Respond to challenging service situations

Recognise triggers in the service environment that may lead to potential service challenges

Use service recovery procedures to respond to service challenges

Escalate unresolved service challenges

Develop customer relationships that build customer loyalty

Develop knowledge of organisation’s product or service offerings and customer profile

Establish customer rapport to build customer confidence

Provide post-sales follow up

Respond to service opportunities and escalated service challenges to reinforce customers’ confidence in the organisation

Develop service recovery

Analyse service challenges to ascertain service delivery gaps

Develop service recovery framework to address service delivery gaps

Cascade service recovery framework to stakeholders

Evaluate the effectiveness of service recovery strategies

Develop customer loyalty strategies and service operations plans

Develop strategies to improve customer loyalty

Evaluate impact of customer loyalty strategies

Identify key profitability drivers

Define customer loyalty analytics requirements

Recommend changes to service operations plan affecting customer loyalty