12 general skills or competencies (Job family competencies) for Customer Service Training Manager
Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Documents the current best practices in customer analytics.
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Level 2 Behaviors
(Light Experience)
Conducts customer analytics to identify customer demands and requirements.
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Level 3 Behaviors
(Moderate Experience)
Manages customer data analytics activities to ensure accurate data points and statistics.
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Level 4 Behaviors
(Extensive Experience)
Integrates customer analytic insights to enable informed decision-making in improving customer experience.
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Level 5 Behaviors
(Mastery)
Designs customer analytics frameworks to improve customer satisfaction and success value.
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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 reasons and factors behind customer complaints.
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Level 2 Behaviors
(Light Experience)
Receives and routes customer complaints to appropriate departments for resolution.
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Level 3 Behaviors
(Moderate Experience)
Executes corrective actions for long-term solutions to minimize customer complaints and issues.
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Level 4 Behaviors
(Extensive Experience)
Oversees the delivery of proper complaint handling to avoid errors and ensure resolution.
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Level 5 Behaviors
(Mastery)
Develops a complaint management framework to deliver high-quality responses to customer complaints.
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11 soft skills or competencies (core competencies) for Customer Service Training Manager
Skill definition-The capability of consistently delivering outstanding customer experiences to meet and even exceed customers' expectations.
Level 1 Behaviors
(General Familiarity)
Describes different levels of service that exceed, meet or fall short of expectations.
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Level 2 Behaviors
(Light Experience)
Complies with service agreements entered into with customers or provides early notice of any deviations.
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Level 3 Behaviors
(Moderate Experience)
Communicates with customers to determine whether any problems remain after initial resolution and seek feedback.
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Level 4 Behaviors
(Extensive Experience)
Anticipates clients' needs and fulfills them in advance.
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Level 5 Behaviors
(Mastery)
Champions a customer-centric, service excellence culture.
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Skill definition-Managing and prioritizing resources and workloads by creating well-organized plans to attain organizational goals and objectives.
Level 1 Behaviors
(General Familiarity)
Cites potential challenges and workplace issues in delegating tasks that may impede well coordinated work.
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Level 2 Behaviors
(Light Experience)
Assists in identifying and breaking tasks into a sequence of steps for a more organized task plan.
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Level 3 Behaviors
(Moderate Experience)
Aligns tasks and priorities with business goals and objectives.
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Level 4 Behaviors
(Extensive Experience)
Creates programs to improve planning and organization of work to achieve business objectives.
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Level 5 Behaviors
(Mastery)
Builds and designs organizational systems and planning tools to enhance overall productivity.
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Summary of Customer Service Training Manager skills and competencies
There are 0 hard skills for Customer Service Training Manager.
12 general skills for Customer Service Training Manager, Customer Analytics, Customer Complaint Resolution, Customer Escalation Management, etc.
11 soft skills for Customer Service Training Manager, Service Excellence, Planning and Organizing, Project Management, etc.
While the list totals 23 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 Training Manager, he or she needs to be skilled in Service Excellence, be skilled in Planning and Organizing, and be skilled in Project Management.