Question

Which qualifications have an importance level higher than 60 for a career as a customer service representative? Select all that apply

operation monitoring
mathematics
service orientation
reading comprehension
persuasion
learning strategies
speaking

Answer 1

1. Active listening

2. Speaking

3. Service Orientation

4.persuasion

Answer 2

The qualifications that have an importance higher than 60 for a successful customer service representative are the following:

1) Service orientation: customer service representatives or reps need to have an orientation to providing quality service to customers so skills such as empathy and telephone “smile” are valuable in a customer service industry.

2) Persuasion: a rep has to be able to convince or persuade a customer that the answer or solution provided is the best for a given situation.

3) Speaking: speaking is essential in a rep. The way he speaks, the tone of voice he uses avoiding monotony and giving color to the voice sets the atmosphere in an interaction between rep and customer. Also the language and the choice of words are important to validate rep’s skills. For example, he needs to use positive words and avoid words with negative connotations since this may affect the image customer has on a given product.