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| Customer Service – Relating to Others This measures the customer service representative’s ability to understand and appreciate customer needs and to deal with customers in a concerned but objective manner. These aptitudes are the basis for measuring your customer service representative’s natural abilities in this area. Attitude Toward Others - To what extent do they tend to maintain a positive, open and objective attitude toward others? Emotional Control - The ability to appear to be rational and in-control when facing problems or crises. Freedom from Prejudices - The ability to maintain objectivity when relating to other people. Handling Rejection - The capacity to exhibit persistence and strong will in the face of objections. Relating to Others - The capacity to understand and relate to others when communicating with them. Empathetic Outlook - The capacity to perceive and understand the individuality in others. Communicating with Customers • Conflict and Problem Resolution |
