Hire the right person with the Customer Service Profile – 3rd Revision to identify candidates with the skills to be a customer service representative.   Before you invest the time and money to train a new employee, test your applicants for skills like:

• Customer Service
• Communication Skills
• Problem Solving
• Stress Management
• Attention To Detail

This test provides the answers you need to make informed hiring and promotion decisions.

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Purpose: Customer Service Profile – 3rd Revision will assess whether a person has the necessary skills and traits to be a customer service representative.

APPLICATION:

• Pre-employment
• Professional development
• Training Tool

SCALES:

• Helpfulness
• Approachability
• Pleasantness
• Patience
• Communication Skills
• Listening Skills
• Conflict-Resolution Skills
• Problem-solving Skills
• Unflappability
• Self-efficacy
• Assertiveness
• Awareness of Body Language
• Empathy & Social Insight
• Emotional Control
• Stress Management
• Self-motivation
• Attention to Detail
• Dependability
• Accountability
• Trainability

No. of questions: 194
Question type: Self-assessment, situational, multiple choice
Estimated completion time: 60 minutes
Shorter versions of assessment available: N/A
Recommended age level: 18+
Qualification Level: Class A
Compliance: APA standards; EEOC standards (gender, age, disability)
Validation Information:
Sample Size: 1187
Cronbach’s Alpha: 0.98

Features

Benchmarks: Available (general population, Customer Service Representatives)
Interview Questions: Available
Group Comparisons: Available

Report Includes:

• Summary
• Introduction
• Graphs
• Detailed narrative interpretation
• Strengths and Limitations
• Advice
• Impression Management

Factors and Scales:

Overall Score plus 4 factors divided into 20 scales:

• Customer Service Orientation: Assesses whether a person possesses the right disposition to deal with the public.
• Negotiation Skills: Assesses a person’s ability to effectively negotiate a resolution.
• Emotional Intelligence: Assesses a person’s ability to deal with his/her own as well as other people’s emotions.
• Conscientiousness: Assesses whether a person possesses a good work ethic.