Page 3 - CSCF Document
P. 3

Foreword                                                                      02


                     Mission, Service Philosophy and Service DNA                                   04


                     About the Customer Service Competency Framework (CSCF)                        05


                     Competencies at a Glance                                                      06


                     Competency Definitions                                                        07



                     Competency Levels                                                             09


                     Navigating the CSCF                                                           10


                     Organisational Service Competencies                                           12


                     Service Planning Competencies                                                 26



                     Contact Centre Competency                                                     34


                     Customer Service Training Plan                                                38
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