Want to make the most of your summer break for your professional development? We've rounded up the essential skills every Customer Advocacy Professional should focus on. Find out how these skills can prepare you for your next challenge or help you handle everyday tasks more effectively. Plus, we suggest some fantastic free online courses you will want to take advantage of!

Communication Skills

Top-notch communication skills are a must for a Customer Advocacy Professional. Effective communication with customers and internal teams impacts every aspect of customer service. Strong communication skills will help you develop positive relationships, build trust, and strengthen the team.  

Importance

• Empowers clear and compelling exchange of information.
• Builds rapport and trust with customers.
• Strengthens team collaboration and efficiency.

Course

Effective Communication: Writing, Design, and Presentation by University of Colorado Boulder

Way to Improve:

Practice active listening and engage in public speaking opportunities or writing exercises.  

Empathy and Emotional Intelligence

Empathy and emotional intelligence are crucial for understanding and addressing customer needs and concerns. You must empathize with customers, de-escalate high-tension situations, and build authentic relationships.

Importance

• Aids in understanding and sharing customer feelings.
• Essential for de-escalating tense situations.
• Builds authenticity and trust with customers.

Course

 Empathy and Emotional Intelligence at Work by University of California, Berkeley (edX)

Way to Improve:

Engage in volunteer work or mindfulness exercises to enhance emotional understanding.  

Product Knowledge

Comprehending deeply the company's products and services is another essential skill.  This knowledge allows you to provide accurate and helpful information, enhancing customer satisfaction.

Importance

• Ensures accurate and helpful information is provided to customers.
• Enhances team communication and overall performance.
• Facilitates turning identified issues into tangible product improvements.

Course

Product Management Fundamentals by the University of Maryland

Way to Improve:

Review product manuals regularly, attend company training sessions, and engage with product development teams.  

Data centricity

Being data-centric will help you understand customer behaviors and preferences. Analyzing data allows CMA professionals to quickly identify trends, resolve issues, and improve customer experience.

Importance

• Provides insights into customer behavior and preferences.
• Helps identify and resolve recurring issues.
• Enhances performance through data-driven decisions.

Course

Data Analysis and Visualization Foundations by IBM

Way to Improve: 

Work on data analysis projects, use analytics software, and study customer data trends.  

Creativity and Problem-Solving

Creativity and problem-solving skills enable you to offer innovative solutions to complex problems. These skills make interactions memorable and foster customer loyalty.

Importance

• Encourages innovative solutions and customer satisfaction.
• Enhances the ability to resolve complex issues quickly.
• Differentiates the company through unique customer experiences.

Course

Creative Problem Solving by the University of Minnesota

Way to Improve: 

Participate in brainteasers and puzzles or join a problem-solving group or forum.  

Conclusion

During the summer break, developing these skills will enhance your performance and position you for future career growth. Take advantage of the recommended free courses and ways to improve your skills to become a successful and effective Customer Advocacy Professional. And hey, don't forget to rest a little too—enjoy the summer!