In most organizations, regardless of their nature, size or specialization, similar factors will be considered in relation to the characteristics that the officials that serve clients must have.
In some organizations they are called “Customer Service Officers”, which in the acronym is synthesized as OSC, in others they are called “Customer Service Assistants”, ASC. Other terms used for this group of collaborators are "Counter", "Platformers" or "Executives".
Regardless of their denomination, they all have one thing in common: they serve customers every day. That is their mission.
This being the raison d'être of these collaborators, we are going to explore in some degree of detail which occupational competences will need to be considered for them and, based on this, predefine an ideal profile of people who should occupy said positions.
About Occupational Competences:
An occupational competence must allow assuming the role that corresponds to the collaborator in the best terms, in such a way that their performance allows them to make the corresponding decisions regardless of the context in which they are at that moment.
For some experts, occupational competencies must "move" in time and space. In other words, a person with well-developed competence can apply it in different contexts, whether in time or place.
For example, a person who has a strong competence on tolerance will be tolerant in many contexts, be it at home, at work, at the University, at a demonstration, in a restaurant, etc. And just as it will be today as it will be tomorrow.
This is possible since competencies must not only be “nurtured” by technical aspects but by values that people assume from a very young age and that are incorporated into our life scheme. This is why in the case of customer service personnel, competencies are of paramount importance.
Generic Competencies for the Customer Service position.
Under our experience, some competencies that customer service officials should have could be determined, so we will present a list without thereby leaving this issue exhausted:
- Tolerance Empathy Communication Technical capacity Results
Operationalization of Competencies
In order to become more specific with the indicated competences, we are going to detail a series of attitudes and aptitudes that service personnel must have in order to carry out these.
- Tolerance:
We will understand by tolerance the ability to manage frustration on the part of the staff, therefore they are expected to:
- Efficient handling of difficult clients. Do not assume personally what happens to you at your job. View each client independently, all clients are different. Keep objectivity, emotions and feelings under control. Have mastery of the situation before a client. Do not respond with anger, yelling, or hitting.
- Empathy:
We will understand by empathy the ability to put oneself in the “customer's shoes” to be on the “other side” of the counter and recognize their needs and desires. For this, collaborators are expected to:
- Know how to listen carefully. Interpret what the client tells us in concrete aspects and related to our work. Confirm with the client what we interpret, to validate the information (paraphrase). Find the best solution for the client. Tell the customer the options we have to help him. Maintain an "open line" at all times with the client.
- Communication
We will understand by communication the ability to establish a reciprocal relationship in the management of information. We hope it has the following characteristics:
- Use a language according to the client that is attending. Allow the client to speak. Do not respond without being clear about the customer's need. Speak clearly and concretely.
- Technical capacity
We will understand by technical capacity the set of knowledge and business values that are the raison d'être of the organization. For this, the following are expected from service collaborators:
- In-depth knowledge of the products and services that are marketed. Know about the products and services of competencies companies. Know the structure and processes of your organization. Know your clients.
- Results
We will understand by results the ability to efficiently and effectively achieve the needs of our clients. The following is expected for this:
- Clearly recognize customer needs. Provide the best solution to the client, without affecting the interests of the company. Respond not only diligently but in a reasonable time. When making decisions, look for the most profitable ones for the organization and for the client.
