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| Customer Service – Self Management This category takes a look at how the customer service representative manages themselves and the capacity they have to develop themselves. These aptitudes are the basis for measuring your customer service representative’s natural abilities in this area. Handling Stress - The ability to maintain composure and internal strength when coping with external and internal pressures. Personal Accountability - The capacity to take responsibility for one’s own actions, conduct, obligations and decisions without excuses. Self-Assessment - The capacity to objectively understand and evaluate one’s self. Self Confidence - A measure of a person’s assured self-reliance in his or her abilities. Internal Self Control - The ability to remain in conscious command of one’s internal emotions when confronted with difficult circumstances and to respond rationally. Personal Drive - A gauge of personal motivation to achieve, accomplish or complete tasks, goals or missions. Communicating with Customers • Conflict and Problem Resolution |
