Customer service representatives need to:

Communicate

• Speak clearly so listeners can understand.
• Understand spoken information.
• Listen to others and ask questions.
• Write clearly so other people can understand.
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• Understand written information.
• Read and understand work-related materials.

Reason and Problem Solve

• Notice when something is wrong or is likely to go wrong.
• Analyze ideas and use logic to determine their strengths and weaknesses.
• Use reasoning to discover answers to problems.
• Follow guidelines to arrange objects or actions in a certain order.
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• Recognize the nature of a problem.
• Combine several pieces of information and draw conclusions.

Manage Oneself, People, Time, and Things

• Manage the time of self and others.
• Check how well one is learning or doing something.

Work with People

• Look for ways to help people.
• Persuade others to approach things differently.
• Be aware of others’ reactions and understand the possible causes.
• Solve problems by bringing others together to discuss differences.