Customer Service
The goal of this assessment is to identify where a person is along a continuum from being too soft, giving, and warm to aggressive, easily angered, and ultimately harassing or even prone to violent behavior. Scales that only measure potential harassment or violence (negative end) run a major risk since they are looking for overt behavior that most people do not like to admit or claim. Therefore, if you can get a feel for where a person is located along a scale from very meek to physically aggressive, you have a better sense for the likelihood of socially abusive or antagonistic behavior. Actually displaying antagonistic behavior is multi-determined but it is realistic to assume that people with higher scores are more likely to exhibit overt abusive behavior. Additionally, since claiming or admitting abusive behavior is not socially desirable, an honesty scale is included to pick up a bias where people may distort the way they really are but claim the opposite.

Note: The first two scales tend to show meekness, the next two show a more assertive/aggressive stance and the next two actually tap into the likelihood (or actual claiming) of abusive behavior.

1. Warmth:
   A genuine interest in others as opposed to an interest in oneself. Genuinely warm people are less likely to exhibit aggressive behavior since their natural inclination is to establish positive relationships with others.
2. Extravert:
   A natural inclination to move out into the social world, interact with others and in general enjoy socialization. Not all socialization is productive in a business sense. Indeed, objectives must be established to guide extraverted behavior toward results.
3. Agreeable:
   Some people love debate and discourse while others enjoy achieving harmony and equanimity. The agreeable person will often compromise their self interest in an effort to meet the needs of others. This is not always a welcome trait in sales but is highly appreciated in customer service and usually forges a positive relationship.
4. Friendly:
   While extraverts move into the social world, many are interested in exercising social control (sales) or meeting their own needs. Friendly people on the other hand derive satisfaction from the social process (e.g., helping others) itself and are not always driven by an end (e.g., make the sale). In addition, the friendly person is more likely to take the customer's agenda as the defining aspect of the relationship and feel accomplishment if they can meet that stated need.
5. Self-Conscious:
   This is a negative in customer relations. This person potentially looks like a strong customer service type but is so concerned about what others think and their internal fear of making mistakes that they often cannot meet anyone's needs in an ambiguous social setting. As this score increases the person becomes less effective at meeting the needs of others and concentrates on their own concerns.
6. Self-Sufficiency:
   This is a person who can be extraverted (looks highly social) but they are very focused on meeting their own needs and doing things in their own way, even at the expense of a positive relationship. The extraverted and self-sufficient person is more than likely to impose their own needs first when interacting with others rather than to listen to the needs of the customer.
7. Relating Dynamic:
   This person is motivated (derives their self-esteem) by helping and giving to others, and measures their sense of self-worth based upon their ability to help others. This person is often not very effective in sales but is very effective in customer service.