In today’s business environment, it can be difficult to identify people with the right behavioral characteristics for your customer service jobs. Customer Service Talent Assessments can be used to measure how well a person fits a specific customer service role in your organization. Based on O*NET information, the core activities of customer service workers include: Discussing goods or services information with customers. Responding to customer problems or complaints. Maintaining financial or account records. Referring customers to other appropriate departments or persons. Calculating costs of goods or services. Promotes a favorable company image and ensures every customer experience is a positive one. Acquiring a new customer can cost five times more than retaining an existing customer. Increasing customer retention by 5% can increase profits from 25-95%. The talent assessment strategy you use to hire customer service talent is critical to your long-term success. Without the right service reps in place, your company will struggle to retain customers. An effective Candidate Assessment Strategy USA needs to evaluate many of the following qualities or competencies:
Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as needed, and not interrupting at inappropriate times. Listen first, act second. A customer needs to feel that you have heard what their situation is. When they feel you understand, they will also feel that you can provide the correct solution.
Verbal Ability — Talking to others to convey information effectively. Service agent must be able to communicate fluently in the language of the customers.
Service Orientation — Actively looking for ways to help people. Enjoys helping others solve problems.
Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Time Management — Customers want their questions answered quickly and their problem resolved in a timely manner.
Positive Attitude — When customers are treated with respect, courtesy and professionalism they are most receptive to having a satisfactory outcome.
Self-Control - Your customer service reps will come across customers who will be difficult to deal with. Customer Service representatives must be able to handle or manage the full spectrum of personalities that comes with serving the public.
Empathy — Having empathy regarding the customer’s situation will usually calm down even the most angry customers. One of the first and most important steps when fielding a support call or email is to stop for a second after hearing/reading the issue and put yourself in the shoes of the customer you’re dealing with.
Ownership — Taking responsibility for the situation. Even if you cannot fix things yourself, make sure the customer doesn’t get bounced around trying to find the right person to help them.
Dependability — When you say you are going to do something, do it. Let the customer know what is being done on their behalf.
Follow-up — Customers remember when someone follows up to make sure everything is OK. Many organizations miss this opportunity to turn customers into dedicated fans!
Patience - It is vital to have tolerance for those customers that almost nobody wants to deal with. The more patient your customer representative is, the better.
Emotional stability - Customer service reps need to have good impulse control. They need to display a relaxed, calm presence.
Sales Skills - Customer service representatives are always in touch with your customers, so there is ample opportunity to make a sale.
Strong Work Ethic - Your customer service reps must be willing to put in the effort to provide exceptional customer service.
Contact Us for a CSP brochure and a CSP Sample Report. This Candidate Assessment Strategy USA measures how well a person’s customer service-oriented traits fit specific customer service roles within your organization. It also helps you define what outstanding customer service means for your organization to ensure alignment and consistency in how customer service is delivered. The CSP assessment can be used for general customer service positions or tailored for specialized industries, such as hospitality, healthcare, financial services, and retail.
We help you define your gold standard of customer service. The candidate takes the online CSP and the system instantly scores and sends the results to the hiring manager. The hiring manager then uses the results to screen the candidate or assist in the process of interviewing, selecting, and onboarding
“We recently used the Customer Service Profile as a training tool to help our existing staff better understand their strengths and weaknesses. I found the survey most helpful in identifying areas that our team members both excel at and can use additional training.” – Aimee Hathaway, Human Resources Manager
“We use Customer Service Profile™ to select customer service reps who fit the culture of the clients that they serve. This results in more satisfied customers, and it helped us improve reps retention by 45%.” – James Hanson, Human Resource Manager