Customer Service Hiring and Coaching Assessments
Our Customer Service Profile™ measures how well a person fits specific customer service jobs in your organization. It is used primarily for selecting, onboarding, and managing customer service employees.
Our Customer Service Assessments also look at what your current and future employees believe is a high level of customer service, while at the same time showing where they align (or do not align) with the company’s perspective. We have a general industry version of this assessment, as well as vertical specialties in hospitality, healthcare, financial services, and retail.
Why Assess Customer Service People?
Given the opportunity to land a new job or to be promoted, people may tell you what you want to hear instead of the truth. Additionally, much of their success depends on the specific type of job, and the organization in which they would work. Success seldom transfers automatically.
The cost of a bad hire that is customer-facing is very high, considering the hiring and ramp-up costs, poor productivity, lost revenue, and potential damage to the organization’s reputation.
The Customer Service Profile gives you an objective, inside look at the behaviors and motives of customer service job candidates to help you make better hiring, promotion, and organizational decisions.
Giving this information to managers helps them be more effective and get the very most from their people.
How does the Customer Service Profile work?
Prior to assessing candidates, our experts help you develop peak performance models for your customer service jobs by providing multiple questions against which potential candidates are measured.
Once these performance models are established, you can deliver the Customer Service Profile to their candidates over the Internet; hiring managers or HR administrators simply forward a link.
The assessment does not need to be monitored, so the candidate can take it from any computer with Internet access. The system instantly scores the assessment, and informs the hiring managers where they can access the easy-to-read reports.
The hiring manager can use the results as a screening tool,or to assist them in the interviewing, selection, or coaching process.