[IPAC-List] Customer Service Position Description

Lance Seberhagen sebe at erols.com
Thu Jan 6 11:55:30 EST 2011

One needs to distinguish between work behaviors (observable job duties
or tasks) and necessary worker characteristics (KSAs or competencies).
"Maintains a positive attitude" is not a good work behavior because it
is not directly observable. As a worker characteristic, one might say,
"Ability to maintain a positive attitude."

In addition to mental ability, here are some other worker
characteristics that one might see in customer service position
1. Ability to provide courteous service.
2. Ability to provide service with a smile.
3. Ability to treat others with dignity and respect.
4. Ability to listen carefully.
5. Ability to understand needs of others.
6. Ability to speak English fluently.
7. Ability to maintain a high energy level.
8. Ability to remain calm when under stress.
9. Ability to maintain a good appearance.
10. Willingness to serve others.
11. Willingness to follow rules.


Lance Seberhagen, Ph.D.
Seberhagen& Associates
9021 Trailridge Ct
Vienna, VA 22182
Tel 703-790-0796

On 1/5/2011 7:56 PM, Joel Wiesen wrote:

> How typical is it to include phrases like, "Maintains a positive

> attitude" in a customer service position description?


> Are there other such phrases that are often used to describe duties or

> skills?


> Might you be able to share some sample position descriptions that use

> such phrases?


> Thx.


> Joel



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