Service and Delivery
Knowledge Element: Customer liaison
Definition of Knowledge Element:
Know how to carry out business level communication with a customer and also how to record the necessary information for future reference.
A very brief summary of the Knowledge:
Customers must always be treated with respect even though it may be frustrating that they fail to understand certain things. It is necessary to be patient and supportive at all times. Be prepared to conduct communication at the level that the customer prefers to work. Also make sure that the relevant elements of a discussion are recorded on the company data base so that these can be acted upon and so that information does not need to be collected again.
A summary of expert opinion:
The knowledge named 'Customer liaison' is considered to be very important.
In addition, the knowledge is thought to be slightly difficult to replace, it is learned with a study experience balance, and Between 30% and 60% of Group are Experts.
It is also knowledge mostly used generally, and generally stable knowledge.
See Parameter table below for more detail.
Risk:
This knowledge element has a risk value of 4.28, whilst the average risk for the whole knowledge structure is 4.862. Consult the RISK page for more details.
The average risk of the prerequisite family of this knowledge node is 4.022 (adjusting for nodes with few members of the prerequisite family).
The average normalised prerequisite family risk of the whole map 2.122, whilst the average for the top ten percent family risk is 5.152.
Knowledge linked by learning dependency:
| Customer Services | |
| Customer liaison | |
|---|---|
| Communicate with customers | Customer database |
Postrequisite knowledge implies that Customer liaison must be understood before for a person can gain a full understanding of the knowledge listed in the top row of the Linked Knowledge table.
Prerequisite knowledge (bottom row in the Linked Knowledge table), is knowledge that should be understood before a full understanding of Customer liaison is possible.
This node has a prerequisite family consiting of 4 nodes, including the direct prerequisite knowledge shown above.
Parameters assigned for Customer liaison.
| Identifier | Name | Value | Clarifier | Weight | Study Mean |
P1 |
Importance |
8.0 |
very important |
1.0 |
6.34 |
P2 |
Recovery |
2.0 |
slightly difficult to replace |
1.0 |
3.38 |
P3 |
Study-Exp |
5.0 |
learned with a study experience balance |
1.0 |
3.46 |
P4 |
Known By |
4.0 |
Between 30% and 60% of Group are Experts |
-1.0 |
2.80 |
P6 |
Specialised |
2.0 |
knowledge mostly used generally |
1.0 |
5.05 |
P7 |
Stability |
8.0 |
generally stable knowledge |
-0.7 |
6.41 |
People Involved with Customer liaison:
| Person | Expert | Capable | Responsible | N S Jones | --- |
Yes |
--- |
S P Evans | --- |
Yes |
Yes |
E N Roberts | --- |
Yes |
--- |
|---|
Computed Similarity
The most similar node to Customer liaison is Mounting methods.
The most dissimilar node to Customer liaison is Service Evaluation.