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| Customer Service – Communicating with Customers This measures the customer service representative’s ability to listen to and respond to the customer in an objective, efficient and professional manner. These aptitudes are the basis for measuring your customer service representative’s natural abilities in this area. Evaluating What is Said - The capacity to objectively listen, understand and accurately interpret what someone else is saying. Sense of Timing - The ability to do the correct thing at the correct time. Surrendering Control - The capacity of a person to voluntarily surrender control and accept the authority of another person or group. Empathetic Outlook - The capacity to perceive and understand the individuality in others. Communicating with Customers • Conflict and Problem Resolution
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