Customer Experience
(ประสบการณ์ลูกค้า)
Definition
Customer Experience (ประสบการณ์ลูกค้า) Soft Skill
The ability to understand and enhance all interactions a customer has with a company, ensuring satisfaction, loyalty, and positive engagement.
Expertise Level
Level 1
Basic
1. Understands the importance of customer satisfaction.
2. Can handle basic customer interactions politely and effectively.
3. Recognizes common customer needs and concerns.
Level 2
Intermediate
1. Can manage complex customer interactions while maintaining a positive experience.
2. Proactively identifies customer needs and offers suitable solutions.
3. Gathers and utilizes customer feedback to improve service quality.
Level 3
Advanced
1. Designs and implements strategies to enhance overall customer experience.
2. Leads initiatives to build customer loyalty and long-term engagement.
3. Analyzes customer journey data to anticipate needs and personalize interactions.
