Characteristics of a Great Customer Care Associate
To reach our goals for Excellent Customer Service, we need to start by choosing the right people that will withstand the daily challenges of its duties and responsibilities. A great Customer Care Associate should have the following criteria:
1. Assertiveness: How people deal with personal boundaries; their own and those of other people, helps to distinguish between these three concepts. Passive communicators do not defend their own personal boundaries and thus allow aggressive people to harm or otherwise unduly influence them. They are also typically not likely to risk trying to influence anyone else. Aggressive people do not respect the personal boundaries of others and thus are liable to harm others while trying to influence them. A person communicates assertively by not being afraid to speak his or her mind or trying to influence others, but doing so in a way that respects the personal boundaries of others. They are also willing to defend themselves against aggressive incursions.
2. Communication Skills: Communication is commonly defined as "the imparting or interchange of thoughts, opinions, or information by speech, writing, or signs". Communication can be perceived as a two-way process in which there is an exchange and progression of thoughts, feelings or ideas towards a mutually accepted[clarification needed] goal or direction. Verbal, written, visual There are three major parts in human face to face communication which are body language, voice tonality, and words. According to the research: • 55% of impact is determined by body language--postures, gestures, and eye contact, • 38% by the tone of voice, and • 7% by the content or the words used in the communication process. 3. Decision Making=can be regarded as an outcome of mental processes (cognitive process) leading to the selection of a course of action among several alternatives. Every decision making process produces a final choice. The output can be an action or an opinion of choice. The decision should not be bias.
4. Negotiation Skills: intended to resolve disputes, to produce an agreement upon courses of action, to bargain for individual or collective advantage, or to craft outcomes to satisfy various interests. Negotiation typically manifests itself with trained negotiator acting on behalf of a particular organization or position. It can be compared to mediation where a disinterested third party listens to each side’s arguments and attempts to help craft an agreement between the parties.
5. Relationship Influence: the power to sway or affect others and to connect people between associations.