11 general skills or competencies (Job family competencies) for Customer Service Trainer II
Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Describes the importance of customer analytics in driving customer-focused growth plans.
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Level 2 Behaviors
(Light Experience)
Collects feedback from customers to enhance future analytics processes.
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Level 3 Behaviors
(Moderate Experience)
Executes customer analytics to maximize customer count, coverage, and performance.
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Level 4 Behaviors
(Extensive Experience)
Facilitates training on the new tools and methodologies used to enhance the customer analytics process.
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Level 5 Behaviors
(Mastery)
Champions new engagement tools in customer analytics to forecast and segment customer behavior and insights.
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Skill definition-Determining and investigating root causes of customer complaints to create prompt resolutions and deliver a high-quality service experience.
Level 1 Behaviors
(General Familiarity)
Explains the flow of the customer complaint process from intake to customer resolution.
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Level 2 Behaviors
(Light Experience)
Gathers information on customer complaints to support prompt escalation and resolution.
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Level 3 Behaviors
(Moderate Experience)
Determines causes of customer service failures to make appropriate action plans and address complaints.
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Level 4 Behaviors
(Extensive Experience)
Manages the overall customer complaint process to facilitate timely resolutions, escalations, and responses.
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Level 5 Behaviors
(Mastery)
Champions customer service strategies in managing complaints to meet our standards and objectives.
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10 soft skills or competencies (core competencies) for Customer Service Trainer II
Skill definition-A set of written instructions that describes the step-by-step activities to complete tasks in compliance with business standards and industry regulations.
Level 1 Behaviors
(General Familiarity)
Describes the purposes and benefits of Standard Operating Procedures (SOP).
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Level 2 Behaviors
(Light Experience)
Compiles and maintains SOPs under our current policies and directions.
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Level 3 Behaviors
(Moderate Experience)
Implements the use of SOP throughout our business to drive efficiency.
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Level 4 Behaviors
(Extensive Experience)
Enhances the SOP management system to improve efficiency and user experience.
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Level 5 Behaviors
(Mastery)
Designs a Standard Operating Procedure (SOP) strategy to align with our business objectives.
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Skill definition-The capability of consistently delivering outstanding customer experiences to meet and even exceed customers' expectations.
Level 1 Behaviors
(General Familiarity)
Emphasizes the importance and value of providing excellent service.
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Level 2 Behaviors
(Light Experience)
Directs customers to the appropriate team or department if predicament cannot be immediately resolved.
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Level 3 Behaviors
(Moderate Experience)
Contributes to a service recovery program to rectify the situation and regain the client's trust.
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Level 4 Behaviors
(Extensive Experience)
Coaches others on superior customer service strategies in diverse situations.
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Level 5 Behaviors
(Mastery)
Defines organizational service excellence vision, mission, and strategy.
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Summary of Customer Service Trainer II skills and competencies
There are 0 hard skills for Customer Service Trainer II.
11 general skills for Customer Service Trainer II, Customer Analytics, Customer Complaint Resolution, Customer Escalation Management, etc.
10 soft skills for Customer Service Trainer II, Standard Operating Procedures (SOP), Service Excellence, Fostering Teamwork, etc.
While the list totals 21 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Customer Service Trainer II, he or she needs to be skilled in Standard Operating Procedures (SOP), be skilled in Service Excellence, and be skilled in Fostering Teamwork.