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Customer Service Representative Competency Assessment

Job Function/Industry: Customer Service
Description: Competency assessment used to assess one's customer service competence based on a rating scale. 
Author: Jim Graber, PhD - CTK HR & Cross-Functional Subject Matter Expert
Last Updated: July 2012
Format: After checkout you will receive an email with a link to the competency assessment in PDF format.
Terms of Use: This product is for internal use only and cannot be distributed outside of your organization.

Customer Service Representative Competency Model

Job Function/Industry: Customer Service
Description: Competency model composed of education, experience, tasks, competencies and characteristics required to effectively work with customers on a personal level
# of Competencies Included: 21
Competencies weighted based on significance, including but not limited to:
1 - Learning Agility 
2 - Adaptability 
3 - Conveying Competence 
4 - Customer Focus 
5 - Professional Telephone Skills 
6 - Communication 
7 - Organizational Knowledge 
8 - Self-Confidence 
9 - Maintaining Records and Files 
10 - Using Reference Sources
Author:  Jim Graber, PhD - CTK HR & Cross-Functional Subject Matter Expert
Last Updated: May 2012
Format: After checkout you will receive an email with a link to the competency model in both HTML and PDF formats.
Terms of Use: This product is for internal use only and cannot be distributed outside of your organization.

Customer Service Representative Interview Guide

Job Function/Industry: Customer Service 
Description:  Interview guide comprised of behavioral interview questions used to assess a candidate interviewing for a position as a customer service representative.
Competencies Included: Comprised of behavioral interview questions, including but not limited to the following competencies:
1 - Learning Agility
2 - Adaptability
3 - Conveying Competence
4 - Communication
5 - Organizational Knowledge
6 - Customer Focus
7 - Self-Confidence
8 - Professional Telephone Skills
9 - Maintaining Records and Files
10 - Using Reference Sources
Author: Jim Graber, PhD - CTK HR & Cross-Functional Subject Matter Expert
Last Updated: October 2012
Format: After checkout you will receive an email with a link to the interview guide in both HTML and PDF formats.
Terms of Use: This product is for internal use only and cannot be distributed outside of your organization.

Customer Service Representatives Competency Model

Job Function/Industry: Customer Service
Description:  Competency model composed of education, experience, tasks, competencies and characteristics required to effectively:
- Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
Version: The basic version contains education, experience, tasks and competencies required for the occupation. The complete version adds the behaviors required for the occupation, painting a clear picture of what is expected and reducing subjectivity.
Author: DOL O*Net - this product uses the O*NET Database version 17.0, but has been improved for relevance to competency-based talent management
Last Updated: June 2010
# of Competencies Included: 30
Competencies weighted based on significance, including but not limited to:
1 - Oral Comprehension
2 - Customer and Personal Service
3 - Oral Expression
4 - Speech Clarity
5 - Speech Recognition
6 - Active Listening
7 - Speaking
8 - Service Orientation
9 - Written Expression
10 - Clerical
Format: After checkout you will receive an email with a link to the competency model in PDF format.

Switchboard Operators, Including Answering Service Competency Model

Job Function/Industry: Customer Service
Description:  Competency model composed of education, experience, tasks, competencies and characteristics required to effectively:
- Operate telephone business systems equipment or switchboards to relay incoming, outgoing, and interoffice calls.
- May supply information to callers and record messages.
Version: The basic version contains education, experience, tasks and competencies required for the occupation. The complete version adds the behaviors required for the occupation, painting a clear picture of what is expected and reducing subjectivity.
Author: DOL O*Net - this product uses the O*NET Database version 17.0, but has been improved for relevance to competency-based talent management
Last Updated: June 2010
# of Competencies Included: 30
Competencies weighted based on significance, including but not limited to:
1 - Speech Recognition
2 - Customer and Personal Service
3 - Oral Comprehension
4 - Oral Expression
5 - Speech Clarity
6 - Active Listening
7 - Speaking
8 - Social Perceptiveness
9 - Clerical
10 - English Language
Format: After checkout you will receive an email with a link to the competency model in PDF format.

Telephone Operators Competency Model

Job Function/Industry: Professional & Administrative Services
Description:  Competency model composed of education, experience, tasks, competencies and characteristics required to effectively:
- Provide information by accessing alphabetical, geographical, or other directories.
- Assist customers with special billing requests, such as charges to a third party and credits or refunds for incorrectly dialed numbers or bad connections.
- May handle emergency calls and assist children or people with physical disabilities to make telephone calls.
Version: The basic version contains education, experience, tasks and competencies required for the occupation. The complete version adds the behaviors required for the occupation, painting a clear picture of what is expected and reducing subjectivity.
Author: DOL O*Net - this product uses the O*NET Database version 17.0, but has been improved for relevance to competency-based talent management
Last Updated: June 2010
# of Competencies Included: 30
Competencies weighted based on significance, including but not limited to:
1 - Customer and Personal Service
2 - Oral Expression
3 - English Language
4 - Oral Comprehension
5 - Speech Clarity
6 - Active Listening
7 - Speaking
8 - Speech Recognition
9 - Service Orientation
10 - Telecommunications
Format: After checkout you will receive an email with a link to the competency model in PDF format.