If a customer does some troubleshooting and looks into documentation before they call, what level are they at?

The situation describes a customer who actively engages in troubleshooting and seeks out documentation prior to making a call. This behavior indicates that they have a certain level of awareness and understanding regarding the issues they are facing.

The term "Unconscious Competence" refers to a stage where an individual knows how to perform a task effortlessly, but they may not be fully aware of the steps involved or the specifics of what they are doing. The customer, however, has demonstrated a proactive effort to understand the problem, meaning they are consciously working through the process rather than performing it unconsciously.

In this case, the customer is at a level of "Conscious Competence," where they are aware of the problem and are actively trying to engage with the materials available to them. They understand that they need to troubleshoot and are aware of the steps they are taking, indicating a higher level of competence than what "Unconscious Competence" would represent.

Thus, the correct understanding of the customer's actions aligns more clearly with "Conscious Competence," as they are demonstrating a willingness and capacity to engage with the material actively, rather than executing it without thought.