Competency Categories for Customer Service

Adaptability

Open-minded to new ideas. Demonstrates flexibility when faced with changes in work expectations and environment. Responds to situations while maintaining a positive attitude.

Attitude

Maintains a friendly, positive, and enthusiastic outlook.

Change Management

Proactively seeks opportunities to redirect self, others, and the organization to achieve desired results.

Communication

Advances the abilities of individuals and the organizations through active listening supported with meaningful oral and written presentation of information.

Conflict Resolution

Creates harmony in stressful interpersonal situations and brings people together who have been separated by their differences.

Customer Acquisition

Identifies and converts prospects who should be doing business with us into customers who are champions for our organization.

Customer Experience

Creates an environment with customers to maintain a positive long-term relationship. Leverages positive experiences to create customer loyalty and a desire for them to be a champion for our organization.

External Awareness

Sees things from multiple points of view. Is mindful of how actions impact others. Keeps up to date with issues that affect area of responsibility.

Influence

Consistently directs situations and inspires people for an all-win environment.

Interpersonal Skills

Displays a consistent ability to build solid relationships of trust and respect inside and outside of the organization.

Professionalism

Projects an image of maturity and integrity that creates credibility

Stress Management

Differentiates between positive and negative stress. Maintains a balance between productive and unproductive attitudes and behaviors.