[IPAC-List] Customer Service Position Description

[Lance Seberhagen]

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 
descriptions:
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

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



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

>

>