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| Customer Service Knowledge | Establishes rapport, maintains calmness and harmony, uses effective language, keeps customers informed, listens carefully, shows respect, creates a positive impression, shows empathy, is responsive, diplomatic, tactful and courteous. |
| Empathy | Likes dealing with people. |
| Organization | Prefers being organized. |
| Assertiveness | Persuasive, Confident, Outgoing. |
| Persistent | Persevering, determined. |
| Creativity | Innovative ideas and approaches. |
| Incentive | Wants favorable notice and recognition. |
| Maturity | Good judgment, level-headed, stable, accountable. |
| Drive | Competitive, aggressive, wanting to please and gain acceptance. |
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