Setting Skill Standards for Customer Care
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- May 6, 2021 3:35 pm GMTMay 6, 2021 10:45 am GMT
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Utilities need to have objective standards to measure customer care – it isn't just up to the individual representative to decide what and how to treat each inquiry or issue.
Most organizations recognize that customers should receive appropriate treatment for their needs, and this means setting skill standards for employees and training them to achieve these goals. This interface between company and consumer has been intensified by the pandemic – making face-to-face interaction more difficult and we now realize how much nuance can be lost on a “zoomer”.
What Are Skill Standards?
Skill standards are performance specifications that identify the knowledge, skills and abilities an individual needs to succeed in the workplace. They are critical to improving workforce skills, raising customer satisfaction and improving the competitiveness of the company. To be practical, skill standards must reflect the reality of customer service professionals in this industry. These standards provide measurable benchmarks of customer care and job performance achievement. They answer the two essential questions: what do employees need to know and be able to do to succeed in the workplace and provide satisfaction to customers?