The Analysis and Construction of Competency Model of the Customer Service Representative, An example in E Bank’s Credit Card Department.

• Main Authors: Wu, Cheng-Yi, 吳正一
• Other Authors: Chin-Cheh Yu
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/00051967556379141992

碩士 === 國立臺灣師範大學 === 工業科技教育學系 === 94 === The purposes of this study were to construct the Customer Service Representative’s (CSR) Competency Model. Those subjects of CSR who belong to E bank’s credit card department. It also use several methods such as literature review, interview CSR who have adequate behaviors applying with well effects, questionnaire, and statistic analysis including reliability, validity, Pearson Product-Moment Correlation, and Multiple Regression. The conclusions of this study were as follow: 1. The CSR’s competency dimensions of credit card department of the bank were comprised of the following items. (1)Customer service knowledge dimension: Such as Oral presentation ability etc. (2)Personal characters dimension: Such as stable personal character etc. (3)Professional knowledge in business or banking dimension: Such as regulations, rules, laws, and procedure. 2. To establish primary CSR’s competency questionnaire, including nine dimensions and sixty-six item questions. 3. To test and adjustment CSR’s competency questionnaire. As the result of the test, we maintained nine dimensions and sixty item questions. There were four dimensions, self-control discipline, emotional quotient in inter-person relationship, accommodation and service approach, and personal character feature should have effective prediction abilities.