Competency Quote by Oscar Auliq-Ice
““Consumers have identified competency as the element that plays the biggest role in a good customer experience. To be competent, a customer support professional must have a strong knowledge of the company and its products, as well as the power to fix the customer’s problems. The more knowledge they have, the more competent they become.””
About This Quote
Source Interview: Customer Service Leadership Forum, 2022
Competence comes from deep product knowledge and authority to solve problems, which drives better customer experiences.
In simple terms: Know your product and have the power to fix issues.
Key Takeaway
Build knowledge and authority to improve service.
Themes
customer experience
competence
knowledge
Mood
analytical
professional
Type
business
instructional
When to use this quote
- call center work
- technical support
- online chat
- retail assistance
Key Concepts
service design
empowerment
training
Questions to Reflect On
- How can teams balance knowledge with empathy?
- What training improves both competence and compassion?
A Different Perspective
Over‑emphasis on knowledge can ignore empathy and communication skills.
