Customer Service Aptitude Profile (Customer Service AP)
This convenient questionnaire measures traits that are critical to success in customer service.
While other tests attempt to tell you whether applicants can perform customer service work, the CSAP tells you whether they can and will do so. It stresses motivation as well as aptitude, identifying individuals who are likely to follow through once they've got the job. Use the CSAP not only to make better hiring decisions, but also to find out why your current customer service reps may not be working up to their potential.
Composed of 140 items and written at a sixth-grade reading level, the Customer Service AP can be completed by anyone over the age of 14. Applicants can take it online (on your PC) or on a paper-and-pencil answer sheet. You can score the test on your computer, or fax the applicant’s answer sheet for scoring. Either way, you’ll get an interpretive report that evaluates the applicant in terms of:
• Initiative/Cold Calling
• Relaxed Style
• Sales Closing
• Personal Diplomacy
• Goal Orientation
Validity scales are also included that identify respondents who have an unusually positive or unusually negative style of self-representation - and the scores of those respondents are automatically adjusted. Validity scales identify applicants who have an unusually positive or unusually negative style of self-presentation—and the scores of those applicants are automatically adjusted. In addition, the report includes recommendations for training and motivation. If you like, this section can be removed and shared with the individual who is being evaluated.
Your clients or applicants can complete the CSAP on your computer and then you can instantly generate an Interpretive Report. The report evaluates the respondent in terms of Customer Service Strength, Potential Strength and Areas That Need Development. You can also enter the responses from a completed paper-and-pencil administration into the computer for immediate scoring and report generation.
You can use the Customer Service AP not only to make better hiring decisions, but also to find out why your current customer service representatives may not be working up to their potential.
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