This video details the seven characteristics of a good customer service rep (CSR). Characteristics covered range from empathy to resiliency. The video demonstrates a scenario for each characteristic and highlights the improper and correct ways of handling customers. The video discusses how CSRs sometimes encounter irate or difficult customers, which can affect how the next customer is handled. This online training video demonstrates how to meet the customer needs and resolve any issues, while staying in line with the objectives of the company.