CSS Categories, Items and Competencies Listing 2004 Customer Service Specialist |
|||
CUSTOMER SERVICE SPECIALIST
- 2004h CSS COMPETENCIES 1.0
OBJECTIVES OF WORLD CLASS SERVICE 1.1
Explain why CSS skills should be incorporated in technical
training programs 1.2
Describe how formal company customer relations initiatives can be
conveyed to customers
1.3
Present an example of poor communications of CSS principles to employees and customers 1.4
Present an example of good communications of CSS principles to employees and customers 1.5
Describe an example of poor customer service during product or
service delivery
1.6
Describe an example of an excellent delivery event of product or
service 1.7
Explain the benefits when the service personnel actively support
product sales efforts 1.8 Contrast the results of workers not keeping up-to-date on their company's products or services with results when the workforce is
maximally
informed 1.9 Explain the differences between knowing customer views of your company's products services and actually utilizing those views to
enhance the company's image 1.10 Describe the detrimental results of worker absenteeism 1.11 Contrast absenteeism with maximum on-the-job time 1.12
List several reasons better customer service can cause customers
to choose a business
over
other similar businesses 1.13
List several reasons better customer service can cause customers
to
choose your business 1.14
List several reasons customers are 'turned off' from doing
business with a
company 1.15
List several ways to keep up-to-date on your company's products
and
services 2.0
CUSTOMER SERVICE RELATIONSHIPS 2.1
Explain the relationships & differences between marketing
& sales effort 2.2
Explain the relationships & differences between the sales
department (or
effort) and service 2.3
Explain the relationships & differences between marketing
& the service
department 2.4
List five methods of marketing products or services 2.5
List five methods of producing sales of products & services 2.6
Describe how the company's staff members can be trained &
their sales
abilities improved 3.0
TECHNICAL JARGON 3.1
Explain why sales, service & marketing personnel must keep
up-to-date on 3.2
Explain why sales, service & marketing personnel must be able
to describe the
usage of products 3.3 Present several examples of acronyms used at your business & explain how these should be explained or defined for co-workers &
customers 3.4
Present good & bad examples of speaking above, and at, the
customer level of 3.5
Describe an example of communication with a co-worker or
non-technical 4.0
PHONE TECHNIQUES-BUSINESS LETTERS 4.1
Describe face to face communications and an example of how
telephone communications
on the same topic may differ 4.2
Present several examples of bad timing of customer phone calls 4.3 Contrast a pleasant tone of voice with too low, too hard, too fast, or too impersonal tone 4.4 Explain how a customer may resent your talking at length on the customer's paid long distance service & how you should show
respect for those costs 4.5
List several examples of conversations in which security should
be a consideration 4.6
Describe proper etiquette in taking & relaying other
people's phone calls to your
company, school, department, etc. 4.7
List 5 important considerations when sending or receiving fax
communications 4.8
Describe an example of cell phone abuse and its potential health
hazard 5.0
E-MAIL/COMPUTER TECHNIQUES 5.1 List five examples where direct letterhead mail should be used
rather than 5.2 Describe the benefits of an e-mail attachment over all-text
e-mail 5.3 List five examples of customer e-mails that are inappropriate, 5.4 Present five examples of poor spelling, grammar, or form and
explain the negative
results of each
5.5 Contrast the difference in effectiveness between a service worker who has modern computers, internet, word processing, data
base, graphic
abilities and one
who has
no keyboard skills 5.6
List 5 computer application abilities that would make an employee
more valuable 6.0
INTERPERSONAL RELATIONSHIPS & COMMUNICATIONS 6.1 Present an example of explaining a highly technical subject to a customer, showing how to use comparisons with well known
human topics 6.2 Describe a case where a service/sales person can reduce customer tensions caused by lack of knowledge, price or extent of a
service function 6.3
List 5 ways to aggravate or enlarge a customer problem rather
than reducing it 6.4
List 10 examples of personal hygiene or appearance qualities that
may turn off
employers or fellow workers 6.5 Explain the differences or liberties one can take when dealing with known acquaintances as compared with those you are
meeting for the first time 6.6
List 5 ways to attempt to gain a customer's confidence. 7.0
PRIDE AND COMPANY LOYALTY 7.1
Describe how a worker may not really understand the mission of
his 7.2
Contrast full knowledge of the employer's products &
service with only an 7.3
Present two reasons for knowing your company's history that
could be advantageous
in your work as a service person 7.4
List 5 factors you consider good about your company, office or
products 7.5
List 5 aspects you consider good about your job at the company 7.6 List 5 features that give you pride in your company 7.7 Explain the negatives associated with a worker having no loyalty
to his
company or
its products 8.0 TEAMWORK 8.1 List 5 benefits of teamwork over the 'every man for
himself' employee attitude 8.2 List 5 detrimental results of poor teamwork 8.3
List 5 ways that you believe can improve teamwork
9.1 Explain the difference between customer service personnel who
resent the
enthusiastically
support them 9.2 Present a sample situation where an employee actually seeks sales of accessories during sales or service incidents &
estimate the
increase in profits it might produce 9.3
List 10 ways a person wastes minutes out of a work-day &
estimate a cost for the company 9.4 List 10 ways to waste company resources & estimate a cost to
the company 9.5 List 10 ways to improve efficiency 9.6 List 5 simple ways to improve knowledge which could be valuable
to your 10.0
QUALITY OF SERVICE 10.1
Explain what is meant by a customer service person doing more
than expected 10.2
List 5 'details' that could be impressive to customers 10.3 Present an example of double checking which could save a recall
service event or head off a customer problem 10.4
Explain how suggestions for upgrading products or systems can
benefit a customer 10.5 Present 5 examples that demonstrate how your company understands
and cares for the customer or his products 10.6
List 5 examples of completed service products appearance details
that can show quality 11.0 EMOTIONS/STRESS/CHANGE MANAGEMENT 11.1
Define human emotion 11.2
Explain why customer service people need to recognize emotion
problems in
customers and co-workers 11.3
Explain ways to respond to highly emotional people to help reduce
any negative reactions 11.4 Contrast the response of an unsympathetic service person to that
of sympathetic treatment of
an emotional person 11.5
List 10 reasons a customer or co-worker may become highly
emotional. 11.6
Explain why people are inclined to generate negative emotions
when change is
presented
to them 11.7
Explain how once reluctance to change is perceived, it might be
overcome 12.0 PROFESSIONALISM 12.1 Describe respect for customer (appearance, attitude, fears,
choices, style, etc) 12.2 Describe respect for customer property 12.3 Describe respect for co-workers 12.4 Contrast an ethical customer service decision with an unethical
one 12.5 Contrast the difficulty with undependable people and those you
can count on 12.6
Explain situations in which patience can resolve or prevent
problems 12.7 Explain how a worker taking a leadership position in an (association, union, company, social club) can make him/her
more valuable to the
company 12.8 Describe a basic dress-code company policy 13.0 LISTENING-ACTIVATING A LISTENER 13.1
Explain the detriment effect sales & service personnel
present by doing 'all of the
talking' to a customer 13.2
Explain why customers should be encouraged to express themselves
fully 13.3 Present 5 examples of questions that can motivate customers to
express
themselves
14.0 CUSTOMER FEEDBACK 14.1
List 5 methods of obtaining feedback from customers regarding
satisfaction with products or services 14.2
Name 5 clues that might help in ascertaining a customer's real
feelings about your company or products/service 14.3 Present a priority list showing the best ways to respond to
customer feedback 14.4 Present a good & a bad way to respond to a negative customer
feedback remark 15.0 RESOLVING CUSTOMER COMPLAINTS 15.1 Contrast a response to a customer complaint in which you are quick to set the customer straight as to why he/she is
wrong, with first getting the customer to
fully expand on all of his/her reasons for complaining 15.2 Describe the reasoning behind collecting all the facts of the
incident, then
debating an issue 15.3
List 5 ways to put a complaining customer at ease 15.4 Describe the benefits of clearly outlining the facts in the
complaint 15.5 Describe solutions that might minimize the unhappiness of the
customer 15.6 List actions that may be initiated when a customer is totally in the wrong & responds to no suggestions for resolution
of the complaint 16.0
HANDLING DIFFICULT PEOPLE 16.1 Explain differences between people with valid or presumed complaints, and people who are intentionally attempting to
cheat you or your company 16.2
List 5 ways that potential complaints can be avoided by actions
which meant to prevent disputes 16.3 Describe methods of resolving problems with customers or
co-workers 16.4 Present a scenario where you should call the police to handle an
irate customer 16.5
Explain conditions in which a lawyer should be involved to handle
a dispute 17.0
SAFETY/ENVIRONMENT/HEALTH 17.1
List 10 normal safety rules for employees 17.2 Describe reasons for 5 safety rules that may not at first seem
reasonable 17.2 Explain proper safety advice, versus personal advice that could
be used against you
or your company 17.4
Explain situations where you, or co-workers, need to raise the
safety level to
prevent future accidents 17.5 Describe environmental conditions that under certain
circumstances might
present safety hazards 17.6 Describe vehicle, company or in-home situations in which special
care must be exercised by service personnel 17.7
List 10 hazards associated with operating a company service
vehicle 17.8
List OSHA rules for operating at heights 17.9
List local, state, or federal rules meant to prevent accidents 17.10
List improper habits such as posture, eating/drinking at work,
lack of exercise, smoking, etc. 18.0
LEGAL CUSTOMER CONCERNS 18.1
Explain how a worker can involve the company legally 18.2 Describe how a product installation or defect might involve your
company in a lawsuit 18.3
Explain the types of premises danger or omissions that could lead
to legal problems 18.4
Explain the reasons why customer service personnel must provide
detailed
defend against legal
actions 18.5
Explain how frivolous customer claims can degenerate into legal
problems 19.0 ASSOCIATION MEMBERSHIP/PARTICIPATION 19.1
Explain the purpose of Business League Associations for
businesses, and professional associations of individuals 19.2
List 10 benefits of each type association 19.3 Describe technical certifications & their benefits to the
public & the industry 19.4 Explain the function & thus benefits of recognized (local, national, professional or trade) associations participation to
your
business or work 19.5
Explain the benefits of your own personal association membership
to your company 20.0 COMPANY POLICIES AND BUSINESS RULES 20.1
List 5 policies of your company that protect the business or its
workers 20.2
Explain an instance where 1 or more rules can be avoided with no
harm to the
company, employees or you 20.3
Explain why it is desirable to leave an employer if the rules
cannot be followed 20.4 Describe business rules, common to many companies, which should 21.0 INDEPENDENT CONTRACTOR STATUS 21.1
Explain Independent Contractor status vs. employee status 21.2
List reasons to contract as an Independent Contractor 21.3 Describe some legal implications related to being an Independent
Contractor 21.4 Describe some financial implications when operating as an
Independent
Contractor 21.5
List the emotional effects that Independent Contractor violations
cause for the
contractor and the employer 22.0
TRAINING/VISION/JOB BURNOUT 22.1 Describe ways to grow technically with your job 22.2
List ways to demonstrate your eagerness to learn 22.3
List ways to demonstrate your eagerness to advance 22.4
Explain ways to benefit from company advancement 22.5
Explain ways to advance within your profession 22.6 Describe the importance of training 22.7 Describe the disadvantages of a dead-end job and the effect it
has on your attitude
towards customers 23.0
JOB DESCRIPTIONS 23.1
List reasons a job description can benefit a CSS 23.2
State ways a job description can enhance performance 23.3
Explain ways a job description can promote advancement 24.0 RECORD KEEPING/DOCUMENTATION 24.1
List examples of good & bad records 24.2
Explain why it is important to keep records 24.3 Demonstrate the advantages of having records available 24.4
List how a company can benefit legally from proper documentation 24.5 Describe the benefits of database record keeping
(end of NCEE competencies listing for CSS 2004H) The above 24 CATEGORIES of knowledge, skills and training, with their 144 subcategory topics, or ITEMS, contain the ingredients for training courses or for individual study towards attaining the CSS certification from ETA or the CCS from PSA. The CSS COMPETENCIES listing provides the last step in reaching industry acceptance.
|
|||