A recent study done by General Electric and a training and development company found 15 customer service competencies that twelve major companies had in common. The companies they looked at were: PPG, MCI, S. C. Johnson Company, 3M Worldwide, General Electric, Lands End, General Motors, Tiffany & Company, Polaroid, Roadway Express, Florida Power and Light and the Cross Company.
The three main things that these companies had in common were:
1) a commitment to superior service
2) a complete understanding of the skills, knowledge, and attitudes needed for customer service
3) empowering employees with resources and on-going training and education
The 15 "Competencies" included:
1. Builds Customer Loyalty & Confidence
2. Empathizes
3. Communicates Effectively
4. Handles Stress
5. Listens Actively
6. Demonstrates Mental Alertness
7. Works Well as Part of the Team
8. Demonstrates Reliability and Loyalty
9. Demonstrates Personal Motivation
10. Solves Problems
11. Maintains Professional Image
12. Understands Their Company & Industry
13. Maintains High Energy Level
14. Applies Technical Knowledge and Skills
15. Organizes Work Activities
Read More...
For those of you hiring managers looking for the "perfect" customer service candidate, these are characteristics you should consider when interviewing your prospects.
» Skills To Look For When Hiring a Customer Service Rep from CustomersAreAlways
Manage Smarter has an article that lists the 15 Personal Skills You Need on the Job. It’s a pretty good comprehensive list that contains skills I would look for when hiring a customer service rep. Here are the two skills... [Read More]
Tracked on: August 13, 2007 1:09 PM | Permalink to Trackback