How a personality test designed to pick astronauts is improving customer support

This was actually true no matter which side of the conversation I was on. And some callers definitely appreciated that when I was solving their problems.

However, I did have enough sense to know when to just let a customer rant and deal with their emotions as the problem, instead of the actual initial problem they had.

Also, my current company used to do personality tests before hiring someone so that they could get the right attitude in the company. They stopped doing that a while back, but that initial seed of pleasant attitudes has persisted since those initial people are now doing the hiring. It has worked out really, really well for employees and clients alike.