Table 8.3: Customer management competency framework
	Data entry accuracy	Complaint handling	Information analysis	Primary selling	Cross-selling and Up-selling	Creative communication	Managing suppliers	Managing projects	Face-to-face interpersonal skills	Customer persuasion	Information extraction	Opportunity identification	Telephone techniques	Understanding the organization	Understanding the market
Call centre agents	•				•					•	•		•
Call centre team leaders		•			•					•	•
Customer service agents	•	•								•		•	•
Area sales representatives	•			•	•						•				•
Sales managers		•			•	•			•					•
Key account managers				•	•	•			•					•
Supply chain managers			•			•		•		•		•
Technical support agents	•	•								•		•	•
Dealer managers		•					•		•			•			•
Delivery drivers	•				•				•		•	•
Credit control team	•		•							•		•	•
Product managers			•			•		•						•	•
Campaign owners			•			•	•	•							•
Business analysts			•						•			•		•	•
Customer researchers	•								•	•	•		•
Office receptionists									•	•	•	•		•
Switchboard operators	•										•	•	•	•
Board members		•				•			•	•					•
Security guards	•									•		•	•	•