|
Behavior
|
| 1 |
Has the right attitude and is always positive
| 1 | 2 |
3 | 4 | 5 | NFH |
| 2 |
Deals with customers in a professional and friendly manner
| 1 | 2 |
3 | 4 | 5 | NFH |
| 3 |
Has a warm rapport with co-workers and customers
| 1 | 2 |
3 | 4 | 5 | NFH |
| 4 |
Is a people person and gels well with clients and co-workers
| 1 | 2 |
3 | 4 | 5 | NFH |
| 5 |
Answers the telephone with a smile on her face consistently
| 1 | 2 |
3 | 4 | 5 | NFH |
| 6 |
Has made a long standing relationship with clients who now go to him/her for problem resolutions
| 1 | 2 |
3 | 4 | 5 | NFH |
| 7 |
Able to admit when he/she does not have the knowledge to perform a certain task
| 1 | 2 |
3 | 4 | 5 | NFH |
| 8 |
Is a focused listener who is able to be empathetic
| 1 | 2 |
3 | 4 | 5 | NFH |
| 9 |
Adaptable when requiring the assistance of co-workers
| 1 | 2 |
3 | 4 | 5 | NFH |
| 10 |
Able to overcome objections and provide logical solutions
| 1 | 2 |
3 | 4 | 5 | NFH |
| 11 |
Knows when to ask for additional support from team management information
| 1 | 2 |
3 | 4 | 5 | NFH |
| 12 |
Is able to redefine the customer service process to meet clients' changing needs
| 1 | 2 |
3 | 4 | 5 | NFH |
| 13 |
Overcomes objections in a logical fashion
| 1 | 2 |
3 | 4 | 5 | NFH |
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