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| Customer Service – Work Attitude This measures the customer service representative’s ability to feel satisfied and competent in their job and to work in a persistent and consistent manner. These aptitudes are the basis for measuring your customer service representative’s natural abilities in this area. Consistency and Reliability - The capacity to regularly and dependably engage in and complete tasks or processes. Following Directions - The capacity to hear, understand and follow instructions. Handling Stress - The ability to maintain composure and internal strength when coping with external and internal pressures. Persistence - The capacity to steadily pursue any project or goal that a person is committed to in spite of difficulty, opposition or discouragement. Personal Accountability - The capacity to take responsibility for one’s own actions, conduct, obligations and decisions without excuses. Role Confidence - The capacity of maintaining confidence and self-reliance for fulfilling various professional and personal roles. Communicating with Customers • Conflict and Problem Resolution |
