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| Customer Service – Conflict and Problem Resolution This measures the customer service representative’s ability to resolve a problem or conflict which involves people or customers. These aptitudes are the basis for measuring your customer service representative’s natural abilities in this area. Emotional Control - The ability to appear to be rational and in-control when facing problems or crises. Integrative Ability - The capacity to see different components of a situation and tie them together to see the situation as a whole. Intuitive Decision Making - The capacity to make decisions by looking at the most essential elements without having all of the facts or data. Problem Solving - The ability to identify key components of the problem, possible solutions and the action plan to obtain the desired result. Using Common Sense - The capacity to be resourceful and apply good, practical, ordinary sense in whatever situations arise. Communicating with Customers • Conflict and Problem Resolution |
