Customer Solutions
Identify and analyse the issues/concerns customers encounter and prepare solutions for the same, while using customer relationship management systems.
Type
Functional
Competency Area
Customer Service
Levels
Describes customer solutions
Describes the intent of a customer solutions team/individual, in terms of mitigating customer concerns
Documents common issues/concerns customers encounter
Navigates customer relationship management (CRM) systems
Identifies patterns
Gathers information on best practices and evolving trends for customer solutions, based on the concern
Identifies patterns of common issues/concerns customers encounter
Utilises CRM systems to deal with customer issues/concerns
Analyses patterns
Prepares customised customer solutions based on the concerns
Analyses reports on common issues/concerns customers encounter
Investigates under-utilised and outdated CRM system to deal with customer issues/concerns
Streamlines customer solutions
Streamlines the creation of new and innovative solutions that would ensure fewer concerns in the future
Anticipates common issues/concerns customers encounters and propose solutions for the same
Facilitates intra and inter departmental communications to establish innovative CRM systems