[IPAC-List] Customer Service Position Description

Howard Fortson Howard at cps.ca.gov
Thu Jan 6 12:10:30 EST 2011

I find it interesting that we use "positive attitude" in our abilities. I would go for your listed abilities below. I think rather than list out measureable descriptors we get lazy and use things like "positive attitude" and that is just one example. Not meaning to step on toes, but sometimes I think competencies are used in the same way. Easy to put out there but much more difficult to measure.

Great discussion,


Howard Fortson, Ph.D.
CPS Human Resource Services
241 Lathrop Way
Sacramento, CA 95815
howard at cps.ca.gov   
916.561.7249 fax
Helping public agencies
acquire, retain & develop
the best employees

-----Original Message-----
From: ipac-list-bounces at ipacweb.org [mailto:ipac-list-bounces at ipacweb.org] On Behalf Of Lance Seberhagen
Sent: Thursday, January 06, 2011 8:56 AM
To: Joel Wiesen
Cc: IPAC-List
Subject: Re: [IPAC-List] Customer Service Position Description

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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