CCS 10 - Typical Customer Service Representatives’ Competencies

Multiple Choice

controlling a call through effective communication techniques

• Business Acumen

• Call Management

• Change Management

• Conflict Resolution

• Cross Selling

Multiple Choice

- using effective interpersonal skills to resolve conflict situations

• Business Acumen

• Call Management

• Change Management

• Conflict Resolution

• Cross Selling

Multiple Choice

adapting to and handling changing situations and environments

• Business Acumen

• Call Management

• Change Management

• Conflict Resolution

• Cross Selling

Multiple Choice

understanding the relationship between their jobs and its impact to business and customers

• Business Acumen

• Call Management

• Change Management

• Conflict Resolution

• Cross Selling

Multiple Choice

selling upgraded or additional products to existing customers

• Business Acumen

• Call Management

• Change Management

• Conflict Resolution

• Cross Selling

Multiple Choice

ability to listen actively, question appropriately, provide feedback, and use the skills outlined to build customer relationships.

• Decision Making

• Interpersonal Communication

• Managing Diversity

• Managing Stress

• Multitasking

Multiple Choice

ability to maintain a calm demeanor and mental state when situations and emotions escalate to higher levels

• Decision Making

• Interpersonal Communication

• Managing Diversity

• Managing Stress

• Multitasking

Multiple Choice

managing multiple priorities or assignments simultaneously (e.g., receiving customer information over the phone while inputting/ searching for data on a computer)

• Decision Making

• Interpersonal Communication

• Managing Diversity

• Managing Stress

• Multitasking

Multiple Choice

gathering relative information, and analyzing situations then applying appropriate interventions to resolve an issue or come to a decision

• Decision Making

• Interpersonal Communication

• Managing Diversity

• Managing Stress

• Multitasking

Multiple Choice

knowledge and ability to interact with a variety of people in the workplace.

• Decision Making

• Interpersonal Communication

• Managing Diversity

• Managing Stress

• Multitasking

Multiple Choice

ability to assemble and maintain information in a logical file system that can be accessed by themselves and others

• Negotiating Effectively

• Organization Information and Data

• Problem Solving

• Good Team Player

Multiple Choice

ability to work effectively with others and contribute to team task accomplishment

• Negotiating Effectively

• Organization Information and Data

• Problem Solving

• Good Team Player

Multiple Choice

ability to direct situations toward a win – win outcome

• Negotiating Effectively

• Organization Information and Data

• Problem Solving

• Good Team Player

Multiple Choice

identifying root causes of problems through questioning and applying appropriate interventions to address them

• Negotiating Effectively

• Organization Information and Data

• Problem Solving

• Good Team Player

Multiple Choice

– offering support and guidance to co-workers

• Time Management

• Peer Coaching

• Technical Literacy

• Using Call Center Technology

Multiple Choice

ability to use available time and resources to address assigned tasks and customer issues

• Time Management

• Peer Coaching

• Technical Literacy

• Using Call Center Technology

Multiple Choice

ability to apply basic knowledge of computer usage, applications, e-mail and Internet, and the ability to learn organization-specific software (requirement varies based on level of technical competence needed by the organization.)

• Time Management

• Peer Coaching

• Technical Literacy

• Using Call Center Technology

Multiple Choice

- e.g., computer, facsimile, printer/ copier, database software

• Time Management

• Peer Coaching

• Technical Literacy

• Using Call Center Technology