MCE: Customer Service Analyst CSA (ENG)

With dramatic changes across the supply chain and increasing pressure on dealers to retain their customers, understanding the causes of customer defections has become more important than ever. A complaint is, in many ways, a gift—the customer could have simply walked away without saying a word. Buying patterns and order characteristics now offer clear, actionable insights, and traditional processes such as the Complaint–Cause–Correction structure have become even more valuable in guiding effective responses. This comprehensive skills assessment evaluates all of the knowledge and competencies required for the Inspector role.