Customer Service Assessments

We'll Help You Make Better Recruitment Decisions, Save Money & Develop Customer Service Excellence

By defining the qualities needed to be a top performer in a customer service role you will have a clear picture of how well someone is likely to perform.

Service to the customer is part of the job for virtually every employee. All of our assessments use a job matching approach to analyse how individuals and candidates match to a specific performance model. This defines the qualities needed to be a top performer in a customer service role. The performance model is developed through blending input from senior management and incumbents in a specific role.

This is a combination that provides clients with a clear picture of how well someone is likely to perform in a specific role. It enables clients to benchmark their teams before development plans are created.

What we measure

Our online customer service assessment tool will assess employees and candidates on their perspective on providing customer service, how their views align (or not) with the company’s perspective, verbal and numerical proficiencies, and six behavioural characteristics that have proved to be relevant in providing effective customer service.

The six individual behavioural characteristics are:

  1. Trust –a tendency to hold an unquestioning belief that the motives of others are honourable
  2. Tact – a tendency to state a position without unnecessarily offending others
  3. Empathy – a tendency to understand another’s situation and feelings
  4. Conformity – a tendency to comply with the rules and those in authority
  5. Focus – a tendency to stay on target regardless of distractions
  6. Flexibility – a tendency to explore new approaches to doing things

What's included in our process?

 

Customisation

Your customer service assessments are customised to your organisation. A performance model for each role is created by using the data from your established top performers blended with input from senior management. Prior to assessing candidates, our experts help you develop peak performance models for your customer service jobs.

For each participant who completes the assessment you will:

  • Receive coaching guidance to develop the individual where scores fall outside of the performance model scales
  • Identify areas to challenge during the interview process – this is where the individual scores outside of the performance model
  • Detect distortion in the candidate’s responses
  • Compare individual results with the UK or local population, rather than a reflected self-image

Outputs

Easy-to-read reports written in common business language are summarised in the table below:


Reports

Summary

Individual Graph

Personal analysis.

Selection Report

Suitability of individuals to the role related to the performance model, with a graphical representation of scores for each scale; suggestions for interview questions, and the degree of alignment between the individual’s perspective on service and that of the company.

Candidate Matching

A comparison of selected candidates to the job performance model.

Coaching Report

Coaching guidance to develop the individual in the areas where their scores are outside the scales for the performance model.

Multi-Job Match Report

How the individual matches the performance models for several different positions within the organisation.

Performance Model Description

Insight into the type of individual who will fit well into the specific role.

Performance Model Graph

A graphical representation of the performance model in relation to the scales.

Company Service Perspective Comparison

Your organisation's point of view on 50 different customer service considerations. This report compares your perspective with that of other companies in your industry (for certain industries).


Rapid results

Completed online, the assessment will take each participant approximately 45 minutes to complete. The results are available immediately and can be shared with decision makers in any location with internet access.

Improving customer service

Keeping customers satisfied is critical to building a successful, growing business. While many companies work hard to increase sales, they may overlook the little things that keep customers happy and buying more. It is easier and more cost effective to build your business through nurturing the customers you already have instead of constantly working to attract new ones.

Fostering a service culture

Customer service is not a department; it is a mindset. Poor customer service causes negative word-of-mouth that your organisation needs to avoid at all costs, which is why the people you select to interact with customers are so important.

  When viewing the scales, the darker shading represents the job
performance model and the larger box indicates the individual’s score.

What customers want

Customer service teams rarely go out of their way to provide excellent service. Be the exception by having a team of professionals who understand how a customer feels when they interact with your organisation. Train them to work tirelessly to improve each interaction with your customers.

Developing customer service excellence

Customer service is fast becoming a key differentiator for organisations. This is particularly so in industries where products and services are commoditised and based on price alone. Customer-facing employees portray the image of the company in the eyes of the customer. Employees with the innate talent to create customer experiences that lead to high levels of loyalty and customer advocacy are those that you want on your team. One poor experience with an employee can make or break a sale. Organisations with poor customer service or inadequate customer-facing employees risk losing potential clients, and often lose business rather than retain or grow it.

Earning trust and loyalty

While satisfaction is important, it is not sufficient to guarantee that your customers will continue to buy from you. It costs more to acquire a new customer than to maintain an existing customer. Existing customers play an even greater role in our ever-changing global economy – we must keep them and grow them.

Why assess customer service employees?

  • Make better recruitment, promotion and organisation decisions
  • Build your brand
  • Deliver exceptional customer experiences
  • Build customer advocacy
  • Build long-lasting customer relationships
  • Reduce staff turnover and minimise costs