Providing excellent customer service often requires a special person-someone who quietly enjoys interacting with people even when they are upset. To help you better understand yourself, respond to each statement by placing the number that best describes your answer on a separate sheet of paper.

1 Never                2 Rarely                3 Sometimes      4 Usually              5 Often

1. I accept people without judging them.

2. I show patience, courtesy, and respect to people regardless of their behavior toward me.

3. I maintain my composure and refuse to become irritated or frustrated when coping with an angry or irate person.

4. I treat people as I would want them to treat me.

5. I help others maintain their self-esteem, even when the situation requires negative or critical feedback.

6. I do not get defensive when interacting with other persons, even if their comments are directed at me.

7. I realize that my attitude toward myself and others affects the way I respond in any given situation.

8. I realize that each person believes his or her problem is the most important and urgent thing in the world at this time, and I attempt to help each one resolve it immediately.

9. I treat everyone in a positive manner, regardless of how they look, dress, or speak.

10. I view every interaction with another person as a golden moment, and I do everything in my power to make it a satisfactory win-win situation for both of us. Total Score Total your score: If your score is more than 40, you have an excellent service attitude; if it is 30-40, you could use improvement; and if you scored less than 30, you need an attitude adjustment.