Part 2: SC Flashcards
- “ability to do something well.”
- qualities that recruiters consider desirable for employees.
- not skills; they are inherent qualities that combine skills, knowledge, and ability.
Competencies
What are the Different Types of Competencies?
Technical, Behavioral, Leadership
specific abilities
Skills
- behaviors that specify how skills are carried out.
- combine ability, knowledge, and skills to define what success looks like.
Competencies
Competencies Dealing with People
(The Leading Others Cluster):
Competencies Dealing with Communication and Influencing
Communication and Influencing Cluster
Competencies Dealing with Business
The Preventing and Solving Problems Cluster
Competencies Dealing with Achieving Results
(The Achieving Results Cluster)
- goals are crucial for improving skills and motivation.
- They can be tailored to personal interests, skills, or performance objectives.
Career Development Goals
Having faith in one’s ideas and capability to be successful.
Self Confidence
Keeping functioning effectively under pressure and maintaining self-control.
Stress Management
Being perceived as responsible, reliable, and trustworthy.
Personal Credibility
Openness to different and new ways of doing things and modifying one’s preferred approach
Flexibility
These are the expectations that customers have for the perfect service. Their wished experience
Ideal expectations
These are the expectations that customers have for what the service should be like in reality.
Desired expectations
These are the expectations that customers have for what the service will actually be like.
Predicted expectations
American Service Expectations
-Customers Expect Connected journeys,
-Customers Expect Personalization, -Customers Expect Innovation, -Customers Expect Data Protection
Customer service representatives must be aware of the diverse requirements in different countries and cultures, especially when companies aim to expand their operations globally.
Importance of Cultural Awareness
Customer priorities can significantly differ across countries and cultures. These priorities may include factors like price, quality, and the physical presence of a customer service representative.
Diversity in Customer Priorities:
the process by which individuals select, organize, and interpret sensory information such as sights, sounds, and smells. It involves assigning meaning to the stimuli encountered.
Perception in Marketing
commonly used marketing tools that evaluate the relative positions of competing brands along relevant dimensions. They help businesses understand how their products or services are perceived by consumers in relation to their competitors.
Perceptual Map
Marketing stimuli often rely on sensory qualities, such as colors, odors, sounds, tastes, and tactile sensations (the “feel” of products). These sensory elements play a crucial role in how consumers evaluate and perceive products.
Sensory Qualities
the study of the correspondence between stimuli and the meaning of signs. It is an important aspect of understanding how symbols and signs are used in marketing and how they shape consumer perceptions.
Semiotic Analysis
European Customer Service Expectations?
- The Need to Get it Right First Time:
- Listen to Customers and Respond to Their Comments:
- Deliver Fast Responses:
- Address Their Frustrations:
- Be on Their Channel of Choice:
Asian Service Expectations?
1.Embrace Technology:
2.Put the Customer First: 3.Demonstrate the Human Touch:
4.Continually Innovate
What are the Customer Service Best Practices?
- Hire and Treat Employees Well
- Manage Customer Expectations
- Nail Your First Impression
- Collect and Use Data
- Personalize the Relationship
- Be Where Your Customers Are
- Maintain Your Focus
are essential in today’s globalized business landscape, allowing organizations to harness knowledge and expertise across borders.
Collaborative Environments (CEs)