Copyright Goodheart-Willcox Co., Inc. 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 conflicting 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 specifications 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