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)
involves processes like sharing perspectives, defining issues, identifying interests, generating options, and reaching agreements.
Collaboration
What are the 5 ways to develop a global mindset
- Recognize Your Cultural Values and Biases
- Get to Know Your Personality Traits, Especially Curiosity
- Learn About Workplace and Business Expectations
- Build Strong Intercultural Relationships
- Develop Strategies to Adjust and Flex Your Style
just a concept or competency; it is also a structured process that involves important stages of contribution.
- highlight the steps and stages required for effective collaboration, helping individuals and teams work together more efficiently and productively.
Collaboration Processes
implies an open-door policy that encourages collaboration across different beliefs, leading to more holistic and inclusive results.
Service Beyond Borders
- is the awareness that cultural differences and similarities exist and can significantly affect values, learning, behavior, and outcomes.
- Recognizing and understanding these cultural differences is essential, as they can impact how challenges are identified, resolved, tracked, and managed in various contexts.
Cultural Sensitivity
- refers to the methods through which instructors and students communicate with one another across the world for collaborative experiences, often facilitated online.
- This approach allows individuals from diverse cultural and geographic backgrounds to work together on projects, research, or initiatives, promoting a global perspective and cooperation.
Global Collaboration
- designed for distributed teams that interact through interdependent tasks guided by a common purpose.
- These teams work across geographical and organizational boundaries, primarily through electronic means, which may include digital tools, platforms, and communication technologies.
- are especially relevant in today’s global and interconnected world, enabling effective teamwork regardless of physical location.
Collaborative Environments
are basic competencies shared by all employees regardless of their specific roles.
Threshold competencies
can create unrealistic expectations about what a product or service can do. This can lead to disappointment if the product or service does not meet those expectations.
Advertising
a powerful way to influence expectations. If a customer hears good things about a product or service from a friend or family member, they are more likely to have high expectations.
Word of mouth
Customers may also have different expectations based on their personal limitations. For example, a customer with a disability may have different expectations for accessibility than a customer without a disability.
Personal limitations
Ways to sustain a Professional Career?
- Acquiring a mentor for personalized guidance.
- Have a role model to emulate.
- Continuous learning and self-improvement, including online education.
- Setting clear goals for motivation and fulfillment.
- Building professional networks for skill enhancement and career development.
- Volunteering for work-related activities to market skills and gain exposure.
Identifying and taking action on what needs to be done.
Initiative
Seizing profitable business opportunities and taking calculated risks.
Entrepreneurial Orientation
Developing, sponsoring, or supporting the introduction of new methods, products, or technologies.
Fostering Innovation
Focusing on achieving challenging goals and meeting or exceeding them.
Results Orientation
Ensuring completeness and accuracy in work and information.
Thoroughness
Making difficult decisions in a timely manner.
Decisiveness
Ensuring information is communicated to relevant parties.
Attention to Communication
Expressing ideas clearly in conversations
Oral Communication
Expressing ideas clearly in business writing.
Written Communication
Planning and delivering impactful communications.
Persuasive Communication
Noticing and understanding others’ concerns and feelings.
Interpersonal Awareness
Gaining support for ideas, proposals, and solutions.
Influencing Others
Developing and maintaining partnerships with others inside and outside the organization.
Building Collaborative Relationships
Demonstrating concern for satisfying customers, both internal and external.
Customer Orientation
Identifying and seeking information needed to clarify situations.
Diagnostic Information Gathering
Anticipating implications and consequences of situations.
Forward Thinking
Finding effective solutions through a holistic, abstract perspective.
Conceptual Thinking
Analyzing the organization’s competitive position and market trends.
Strategic Thinking
Demonstrating deep knowledge and skill in a technical area.
Technical Expertise
Promoting cooperative work within teams.
Fostering Teamwork
Conveying confidence in employees and delegating responsibilities.
Empowering Others
Supporting innovation and organizational changes.
Managing Change
Coaching and providing feedback to develop capabilities.
Developing Others
Setting goals, tracking progress, and addressing performance problems.
Managing Performance
Gaining support for ideas, proposals, and solutions.
Influencing Others
Developing and maintaining partnerships with others inside and outside the organization.
Building Collaborative Relationships
Demonstrating concern for satisfying customers, both internal and external.
Customer Orientation
Setting goals in alignment with the business mission.
Establishing Focus
Enhancing commitment to work through recognition and rewards.
Providing Motivational Support
