Introduction: Analysing your existing customer service abilities
We will use this Skills Analysis to help shape your planned programme and identify areas where we can offer additional support or apply an amended programme. Where you have pre-existing skills we will stretch and challenge to further develop your abilities with the overall objective of completing the programme at a distinction level.
If English is not your first language and you are having difficulties understanding the questions, feel free to use a translating tool such as Google Translate (here)
The main purpose of a Customer Service Specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems. As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environment including contact centres, retail, webchat, service industry or any customer service point.
If you are new to Customer Service you may want to also try the Skills Analysis in Customer Service Practitioner which may be more suited. Click here to open that survey
