Selena works as a salesperson at a book store. She often has to deal with impatient customers who grumble when she takes a little extra time to find the books they have asked for. Despite having to deal with such customers, Selena always keeps a smile on her face and is polite to everyone. In the context of the three dimensions of customer service, it can be said that Selena exhibits .

Resilience

Explanation:

Selena exhibit resilience, that is, the ability to recover quickly from difficult situation.

Resilience is the ability of an individual to recover and bounce back from difficult like situation.

Selena as a salesperson often have encounter with difficult Customers who complains and grumbles about her services but she doesn't allow the situation affect her in a negative way such that she will be rude or shout back at the Customer. Instead, she always ensure there is a smile on her face and behave politely with everyone.

Selena is exhibiting the good characteristics of a salesperson who always ensure customers satisfaction at all time. She follows the popular saying which says "Customers are always right".

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