What are the Four Customer Competency levels?

The four customer competency levels—Unconscious Incompetence, Conscious Incompetence, Conscious Competence, and Unconscious Competence—provide a framework for understanding how individuals progress in their ability to handle customer service tasks and situations.

Unconscious Incompetence represents the initial stage where an individual is unaware of their lack of knowledge or skill regarding customer service. This lack of awareness can lead to poor service because the individual does not recognize the need for improvement.

Conscious Incompetence follows this stage, where the individual becomes aware of their deficiencies in customer service skills. At this point, they recognize what they do not know and may feel the need to learn and develop their skills further.

The third stage, Conscious Competence, occurs when the individual has acquired the necessary skills and knowledge but must consciously think about them while executing tasks. This means they can perform well when they focus but may struggle with multitasking or handling unpredictable situations.

Finally, Unconscious Competence is the highest level, where the individual has mastered their skills to the point that they can perform them effortlessly and intuitively. They are capable of providing excellent customer service without having to consciously think about every action or response, relying instead on their experience and instincts.

This framework