Skill Profile Reskilling Ranking Service orientation and customer service 12th Skills, knowledge and abilities Engagement skills Service orientation and customer service Global Skills Taxonomy / / Five year trend Reskilling focus Skill importance Skill evolution Learning hours spent pursuing assessements and Companies for which Service orientation and Companies for which Service orientation and Share of companies for which Service orientation credentials in Service orientation and customer customer service is a priority in their upskilling and customer service is a core skill for workers (share and customer service is increasing or service from 2017 to 2022 (share of total learning reskilling programmes for 2023-2027 (share of of companies surveyed) decreasing in importance at work. White diamond hours). Source: Coursera companies surveyed) and label represent net share. 24% 33% +55% Data unavailable Jobs in focus Time to skill Roles where organizations surveyed report Service orientation and customer service to be increasing in Learning hours required to achieve a credential in Service orientation and customer service at beginner, importance fastest, alongside estimates of the net job growth (percent) from 2023 to 2027. intermediate or advanced proficiency as a function of the learner’s level of formal education. Hours 0 34 NET ROLES GROWTH -11% 1. Shop Salespersons 21% 2. Business Development Professionals Data unavailable -27% 3. Accounting, Bookkeeping and Payroll Clerks 0% 4. Sales Representatives, Wholesale and Manufacturing, Technical … -2% 5. Managing Directors and Chief Executives -6% 6. Assembly and Factory Workers 0% 7. General and Operations Managers Strategically adjacent skills Simultaneous skill development Probability that a company which will prioritise skills training in Service orientation and customer service Probability that courses in Service orientation and customer service also teach other skills. Source: from 2023 to 2027 will also prioritise other skills. Coursera. Skill taxonomy Skills, knowledge and abilities Attitudes Skill taxonomy Skills, knowledge and abilities Attitudes 50% Analytical thinking 48% Creative thinking 44% Resilience, flexibility and agility Data unavailable 44% AI and big data 44% Leadership and social influence 44% Technological literacy 40% Design and user experience 38% Curiosity and lifelong learning 34% Empathy and active listening 34% Talent management Industry trends Industry-by-industry variations in reskilling focus, current and future importance, forecast evolution in importance, and strategic focus companies will place on Service orientation and customer service from 2023 to 2027 for the industries which assign the highest and lowest reskilling focus to this skill (share of companies surveyed) Above global mean Below global mean RESKILLING FOCUS SKILL IMPORTANCE SKILL EVOLUTION INDUSTRY 0% 100% 0% 100% 0% 100% Insurance and pensions management Retail and wholesale of consumer goods Supply chain and transportation Electronics Real estate Oil and gas