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| Customer Service Perspective Metrics |
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| Trust | Tendency to hold an unquestioning belief that the motives of others are honorable |
| Tact | Tendency to state a position without unnecessarily offending others |
| Empathy | Tendency to understand another’s situation and feelings |
| Conscientiousness |
Tendency to be very accurate in work efforts; to keep promises |
| Conformity | Tendency to comply with the rules and those in authority |
| Focus | Tendency to stay on target regardless of distractions |
| Courtesy | Tendency to deal with others in a pleasant manner |
| Flexibility | Tendency to explore new approaches to doing things |
| Vocabulary | Understanding the meaning of words when used in sentences |
| Numerical | Understanding basic mathematical concepts and working with numerical problems |
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