SkillsBuild - Customer Engagement: Communication and Personality Dynamics

Issued by IBM SkillsBuild

This credential earner understands methodologies and best practices for building rapport and engaging in productive communication. The individual knows communication skills that are clear and concise, understands when and how to say “no,” and effectively collaborates with colleagues. They know personality and behavioral characteristics critical to customer success, show an ability to self-evaluate personality strengths and weaknesses, and can apply strategies to improve upon these attributes.This credential earner understands methodologies and best practices for building rapport and engaging in productive communication. The individual knows communication skills that are clear and concise, understands when and how to say “no,” and effectively collaborates with colleagues. They know personality and behavioral characteristics critical to customer success, show an ability to self-evaluate personality strengths and weaknesses, and can apply strategies to improve upon these attributes.WWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWThis credential earner understands methodologies and best practices for building rapport and engaging in productive communication. The individual knows communication skills that are clear and concise, understands when and how to say “no,” and effectively collaborates with colleagues. They know personality and behavioral characteristics critical to customer success, show an ability to self-evaluate personality strengths and weaknesses, and can apply strategies to improve upon these attributes.

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Skills

Earning Criteria

Complete two courses: Communication Skills and Personality Dynamics.
Pass the end-of-course assessments with a score of 80% or higher.
This credential is available to registered users of IBM SkillsBuild:
Adult learners (age 18+) can complete the credential here.

Occupations

Customer Experience Specialists

Support the customer experience manager to analyze and improve the customer experience. Work with customers and employees to identify and resolve performance gaps to improve customer experience and increase customer satisfaction.

Customer Relationship Specialists

Act as the middle person between a company and its customers. Ensure that the customers are satisfied by providing guidance and explanation on their accounts and services received by the company. May develop plans or deliver proposals.

Customer Experience Managers

Foster customer loyalty through high-quality interactions at each step of the service process. Work with customers and employees to identify and resolve pain points to improve customer experience and increase customer satisfaction.

Customer Service Representatives

Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support.

Telemarketers

Solicit donations or orders for goods or services over the telephone.