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Job
Behavior |
Value
to the Job |
Greets customers and introduces him/herself to establish rapport. |
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Obtains and enters relevant information (e.g., customer name, account number) into computerized database to access customer information.
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Listens to customers' explanations to gain an understanding of their needs or issues.
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Asks customers questions to determine the specific nature of their call.
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Uses the computerized database to access the information needed to assist customers. |
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Determines a course of action based on the available information to resolve customer issues/objections. |
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Refers customers to the appropriate party if required. |
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Informs customers of the action(s) taken to meet their needs. |
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Ensures customers are satisfied with the actions taken before closing the call. |
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Follows up as required after calls to execute agreed upon actions.
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Documents the pertinent facts surrounding customer calls in the computerized database to maintain a current account history.
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Asks customers discovery questions to fully understand their needs and issues.
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Listens to customers for cues that are linked to products and services.
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Suggests and explains the features and benefits of a product or service to customers so they can make an informed purchasing decision. |
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Responds to customer questions or objections to ensure customers have all the information available when making decisions. |
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Identifies sales opportunities and takes appropriate action (processes sale or refers caller to appropriate personnel).
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Learns about product and service offerings, company policies, and operating procedures, including computerized database systems and call handling procedures.
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Keeps abreast of changes to the product and service offering.
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Asks supervisor or coworkers questions to increase knowledge of products, services, policies, and procedures.
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Completes tutorials and/or practice calls to become more proficient in handling customer calls and using the database systems.
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Seeks and/or reviews competitive information to understand how to position products and services against the competition.
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Suggests to supervisor ways to improve current operating procedures.
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Participates in team or company meetings to contribute to call center effectiveness.
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Completes required forms or paperwork (e.g., timesheets, complaint logs) in accordance with call center procedures.
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Participates in company functions (e.g., fundraisers, promotions) as requested to contribute to call center effectiveness.
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Skill |
Value
to the Job |
Sales
Orientation: Identifying customer needs
for products and services, matching products
and services to those needs, recommending and
influencing customers toward appropriate products
and services, and responding persuasively to
customer questions and objections. |
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Multi-tasking:
Quickly and accurately performing multiple
tasks (i.e., talking, listening, entering and
documenting information, seeking information,
problem solving) simultaneously while managing
the pace of the call and maintaining focus on
the customer. |
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Developing
Customer Rapport: Ensuring that customers
have a positive image of the company by politely
greeting customers, determining customers’ desired
interaction styles and responding accordingly,
diffusing irate or insistent customers, maintaining
an appropriate demeanor for all customer calls,
checking customers’ satisfaction, and following
up to ensure that customers’ needs are met and
their expectations exceeded. |
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Discovering
Customer Needs: Listening attentively to
customers to determine their true needs, understanding
the customer’s point of view, asking appropriate
probing or checking questions to ensure understanding,
and discerning facts from assumptions to accurately
determine what will satisfy the customer. |
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Problem
Solving and Responding to Customer Needs:
Gathering and reviewing relevant customer information,
understanding meaningful relationships across
information sources, generating and selecting
effective options for solutions, providing accurate
information, service, or products, or referring
customers to appropriate personnel. |
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Ability
to Learn and Apply Procedures: Comprehending
new job related information in a timely manner
and correctly recalling and applying that information
during customer calls. |
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Teamwork:
Working effectively as a team member by
attentively listening to and sharing information
with others to facilitate a cooperative environment,
and to meet and exceed customer expectations. |
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Communication:
Expressing information in a clear and concise
manner without rambling; speaking in a pleasant
tone and volume; using effective voice inflection
and enthusiasm; using correct vocabulary, grammar,
and sentence structure. |
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Work
Ethic: Demonstrating a strong desire to
contribute to the organization; demonstrating
reliable and dependable behavior that contributes
to the organization’s image; behaving in an
ethical and trustworthy manner; taking initiative
on work tasks and responsibilities. |
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Data Entry:
Using a keyboard/mouse to quickly and accurately
enter words and/or numbers into the appropriate
fields of data entry forms or databases. |
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Composition:
Reviewing customer correspondence and resource
information; writing articulate, complete, accurate,
and customer-focused responses that enhance
customer relationships. |
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Typing/Keyboarding:
Quickly and accurately keying text or data. |
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