Customer Service Aptitude Profile

Hire the right person with the Customer Service Aptitude Profile to identify candidates for customer service roles who are likely to follow through.

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 Customer Service Aptitude Profile 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 Customer Service Aptitude Profile 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.

What It’s Best Used For

• Screening New Service Candidates: Making data-driven hiring choices by identifying individuals with high structural customer service strength and follow-through habits.
• Auditing Existing Employee Performance: Pinpointing exactly why current customer support representatives may not be meeting their daily metrics or working up to their true operational potential.
• Customizing Staff Training Tracks: Utilizing the report’s dedicated, detachable training section to build targeted performance improvement blueprints for evaluated team members.
• Vetting Blended Sales and Support Roles: Assessing dual-focus competencies like initiative, competitiveness, cold calling, and sales closing for hybrid service positions.
• Preventing Exaggerated Test Results: Ensuring authentic data reporting via built-in validity scales that catch and auto-adjust unusually positive or negative candidate self-presentation styles.

Composed of 140 items and written at a sixth-grade reading level, the Customer Service Aptitude Pofile 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
• Achievement
• Competitiveness
• Initiative
• Assertiveness
• Extroversion
• Cooperativeness
• Relaxed Style
• Sales Closing
• Motivation
• Planning
• Teamwork
• Personal Diplomacy
• Patience
• Self-Confidence
• 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 online or in paper.  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.