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Customer Service Representatives Competency Model

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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.