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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.
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CUSTOMER SERVICE TraitSettm
DEFINITIONS
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- Warmth:
A genuine interest in others as opposed to an interest in ideas or one's self
interest. Warm people (may be extraverted or introverted) enjoy establishing
more meaningful/positive relationships with others (opposed to "what can you do
for me").
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
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