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Chapter 8 Consumer Services 207
Common Aptitudes, Attitudes, and Skills
Effective consumer services workers typically share common
aptitudes, attitudes, and skills (Figure 8.5). For example, consumer
services workers often possess strong interpersonal, verbal
communication, and writing skills. Consumer services workers are
skilled at solving their clients’ personal consumer or fi nancial problems.
They resolve issues between confl icting parties through mediation,
counseling, or strongly stated demands. They can read people’s nonverbal
cues, objectively listen, and show respect for those whose values are
different from their own.
Consumer services workers know their content well. For example,
consumer advocates know about consumer rights and responsibilities.
Financial counselors are well-versed in fi nancial knowledge, including
investments and taxation. Customer service representatives understand
order entry processes, consumer rights, the specifi cations of the product,
and the expectations of the supplier. Buyers keep up-to-date in their
fi eld. They know the latest in product features, manufacturing processes,
demands, and materials. They keep up with consumer trends and learn to
forecast what might be coming next.
For many consumer services careers, workers must possess good
analytical and math skills. Consumer services workers are focused, detail
oriented, and good problem solvers. They are also very good at working
with people. For example, customer service representatives are often
called on to calm nerves and handle angry responses to solve consumer
complaints and restore customer relations.
Figure 8.5 Consumer services workers share common aptitudes, attitudes, and skills.
What other aptitudes, attitudes, and skills would you add to this list?
Common Aptitudes, Attitudes, and Skills of Consumer
Services Workers
• Analytical
• Detail oriented
• Focused
• Patient
• Polite
• Socially perceptive
• Persuasive
• Fair
• Respectful
• Ethical
• Gets along well with others
• Active listener
• Conveys information effectively—
verbally and in writing
• Establishes trust with clients
• Responds well to client’s questions
and concerns
• Explains complex financial
concepts in understandable
language
• Problem-solving skills
• Decision-making skills
• Conflict resolution skills
• Math skills