Listening skills that allow empathising with customers by understanding and providing effective answers to their needs and their expectations.

Understand your organisation: its core values, its culture and its brand.

Learn about internal policies and procedures: relevant processes including such as complaint processes and digital media policies.

The appropriate legislation and regulatory requirements that affect your business.

Use and engage in relevant technology, systems and resources.

Understand and utilise measurement and evaluation tools to monitor customer service levels.

Understand your role, responsibility and targets.

Communication skills that will allow you to connect and build trust with customers and understand the importance of those skills.

Understand your organisation’s products or services.