Experts for customer dialogue
Specialists for customer dialogue (also specialist for customer dialogue EFZ) is a basic vocational training in accordance with the Swiss Federal Act on Vocational Training (BBG). The first apprentices started in autumn 2011.
The required documents such as the education ordinance and the education plan were drawn up by the project group of the then industry association together with the State Secretariat for Education, Research and Innovation (SERI). Since August 2019, the AURIS association has been responsible for basic education as an OdA (organization of the world of work).
job profile
The specialist customer dialogue acquires, advises and supports customers throughout the entire customer relationship.
During this time she / he advises B. the customers about various products and services, leads sales talks, receives customer orders, questions and complaints, processes them or forwards them to the responsible departments.
The customer dialogue specialist conducts discussions with customers about their satisfaction with the company and the service and wins customers back. He can respond to different types of customers individually and communicate with them in an adapted manner.
The customer dialogue specialist can conduct customer meetings in the regional language and two foreign languages. She / he can analyze a difficult situation and reflect on his / her own approach in conflict situations and take measures. He / she knows the working tools of a contact center and their properties and knows how to use them.
The focus is on the person and the customer, and the specialist in customer dialogue can deliberately set themselves apart in difficult conversational situations. He / she knows his / her strengths and weaknesses in dealing with customers, in communication and with stressful situations and can deal with them appropriately and develop skills.
The specialist in customer dialogue sees themselves as the company's figurehead and carries out their activities in a customer-oriented manner. The specialist in customer dialogue is able to conduct customer discussions according to the principles of interviewing.
education
The training lasts three years. The three training locations are a company, a vocational school and inter-company courses.
Professional context
Related professions
Related professions are the KV and the retail trade. The proximity to these professions allows learners to develop further on their further professional path in related professions.
Training opportunities
The specialist in customer dialogue likes to learn new things and can react flexibly to situations. The main focus of training is communication in all phases of customer contact as well as service and customer orientation that is appropriate to the situation and the target group.
Teaching aids
During basic education, in addition to teaching aids for general education and language lessons, the branch teaching aid "In Dialog" is used. This teaching aid is written for all language regions and is available in German, French and Italian. In addition to the teaching material, there is a folder for learners as a "notebook" with many exercises, checklists and repetition tasks.
The üK teaching material is available in the inter-company courses.
Delimitation of activities in basic education from further education
The specialist for customer dialogue has the opportunity to take on responsibilities within the team without leading employees:
- You can take on the role of a line trainer with the task of keeping employees up to date with innovations in processes and product knowledge. The line trainer also organizes refresher courses.
- The shift leader is responsible for the organization of the operational plans and monitors the smooth operation in the contact center.
- The employees can specialize as project employees or take on expert activities within their own team.
Operational context
Company size and organization
Specialists in customer dialogue work in large and small organizations. The department may not necessarily be called a contact center, but rather customer service or customer care.
Diversity of use Experts Customer dialogue
Thanks to the multilingualism of Switzerland and the nationwide customer service, employees who are enthusiastic and gifted about languages will find a varied and interesting job in our industry.
Employees who like to live the service concept in their work and who behave in a customer-oriented manner towards business partners and colleagues feel at home in the contact center environment.
On the one hand, the activities are clearly structured, on the other hand, there is the requirement to conduct customer meetings independently. The employees are resilient, capable of multitasking and enjoy working in a team. The work takes place in an environment of modern technologies and is closely guided by structures, processes and specifications. The support takes place in close contact with superiors and colleagues.
Customer service can be provided in different departments, in the billing area, in the IT hotline, advice or in the information service / help desk.
working conditions
Technological development does not stand still in the industry. However, communication with the customer is and remains the most important activity. The employees work in a varied industry and have to show a lot of flexibility and self-motivation. As an apprentice, you may work U. in shift work and can use their foreign language skills optimally. They should be ready to learn new things and have a strong understanding of service and customer orientation.
See also
- Service specialist for dialogue marketing (apprenticeship in Germany)