For a customer service representative in a call centre, which combination best describes the ideal levels of patience and people friendliness?

Introduction / Context:
Working in a call centre requires not only technical knowledge of products and systems but also strong soft skills. Among these, patience and people friendliness are critical for handling a large number of calls, including difficult or emotional customers. This question checks whether you understand the importance of these qualities in a customer service environment.

Given Data / Assumptions:
- The role involves frequent interaction with customers by phone or chat.
- Customers may be confused, upset, or unfamiliar with technical details.
- The company wants to deliver positive customer experiences while resolving issues efficiently.

Concept / Approach:
A successful customer service representative must be able to remain calm and patient while listening to customer concerns, even when customers repeat information or take time to explain their problems. People friendliness includes being polite, respectful, and empathetic, making customers feel valued and understood. These soft skills help build trust, reduce conflict, and allow the agent to guide the customer towards a solution. Therefore, the correct option must describe a combination of high patience and strong people friendliness.

Step-by-Step Solution:
Step 1: Identify which option explicitly mentions high patience and strong people friendliness. Step 2: Option B states that the agent has high patience and a genuine desire to help customers, which matches the ideal profile. Step 3: Review other options and note that they mention low patience, high impatience, or no interest in listening, which are undesirable in customer service. Step 4: Select option B as the best description of the qualities needed for this role.

Verification / Alternative check:
Call centre training programmes emphasise active listening, empathy, and patience alongside product training. Performance metrics and quality evaluations often measure tone, politeness, and willingness to help, not just resolution time. Many companies also highlight these traits in job postings for customer service roles, confirming that high patience and people friendliness are core expectations, as captured in option B.

Why Other Options Are Wrong:
Option A describes low patience and limited interest in people, which would lead to rushed calls and poor customer experiences. Option C promotes high impatience and little concern for customer feelings, which can escalate conflicts and increase complaints. Option D admits only average patience and no interest in listening, making it unsuitable for a role where listening is central to success.

Common Pitfalls:
Some candidates think that technical skills alone are enough for call centre work and underestimate the emotional pressure that comes from continuous customer interactions. Another pitfall is valuing speed above all else, which can lead to agents cutting off customers or sounding rude. To avoid these mistakes in exams and interviews, remember that organisations look for agents who combine knowledge with patience and genuine friendliness toward customers, just as described in option B.

Final Answer:
The correct choice is High patience and strong people friendliness, with a genuine desire to help customers..