Final answer:
Delta highlights CRM skills such as effective communication, civility, and cultural competence, along with financial literacy, as fundamental for maintaining strong customer relationships. Each skill contributes to understanding the customer, providing excellent service, and ensuring clarity in financial dealings.
Step-by-step explanation:
In the context of Customer Relationship Management (CRM), Delta identifies several important skills necessary for effective interaction with customers and successful management of customer relationships. Communication is one of these key skills, enabling professionals to convey information clearly and effectively, thus ensuring that both customers and the business are on the same page. This skill is crucial for establishing trust and maintaining a strong customer relationship.
Civility and Cultural Competence are also recognized as important CRM skills. Civility refers to being polite and respectful in interactions, which helps in forming a positive impression and fostering productive relationships with customers. Cultural competence extends this to understanding and appreciating diversity among customers, which is vital in today's global market.
Lastly, Financial Literacy is an essential skill for those involved in CRM. It involves understanding financial terms, concepts, and processes, which is crucial when discussing products or services that have financial implications. High financial literacy enables CRM professionals to provide accurate financial information to customers, thereby enhancing transparency and trust.