The purpose of this study was to improve the level of customer satisfaction by developing the core competency model of the counselor who conducts face-to-face counseling for A telecommunication company. After analyzing the customer's feelings by contact point through the service experience analysis method that analyzes the customer's journey through A carrier, the necessary capabilities for A carrier were derived by substituting the capabilities collected through literature and prior research. Major competencies were derived and modified by conducting FGI and expert advice, and feasibility verification of competency model was conducted by selecting persons with counseling and administrative experience to conduct surveys on the importance of derived competencies and their utilization in the organization. The difference in this study is that prior to the implementation of competency modeling, the analysis was conducted from a customer perspective to analyze the impact factors of customer satisfaction, which are important achievements of the service company. However, the capabilities derived through literature and prior research using Dubois' general model overlay method are not accurately reflected in A carrier's core competency. Therefore, specific behavioral indicators for each competency were presented to overcome these limitations.