Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support.
Situational Judgment - Service
Excellence in customer service is critical to the success of service organizations and manufacturers of products that require reliable service. With the increasing number of businesses capable of providing quality products at a reasonable price, customer service has become the competitive difference. Given the importance of providing excellent customer service in the present and future marketplace, organizations need to employ individuals who possess a high degree of service skills and who apply those skills effectively. The Situational Judgment - Service test consists of attitudinal, behavioral and situational questions aimed at assessing the candidate's ability to problem solve and use appropriate judgment while performing in a service function.The test was developed to assist organizations in identifying those who have a strong service orientation, meaning individuals who possess and demonstrate those skills necessary for providing excellent service.
Scales
Candidness
Measures the degree to which the individual is likely to be candid and accurate in his/her responses and is therefore not trying to outsmart the test in an effort to present him/herself in a more favorable light. The results of this scale should be used as a "red flag" to make you aware that some candidates may be trying to "fake" the test. For example, if a candidate scores High on the behavioral scales in this assessment and they score Low on Candidness, there is the chance that he was able to elevate his/her scores on the assessment by trying to make him/herself look good. High behavioral scale scores that are accompanied by Low Candidness scores warrants some additional follow-up during the interview or reference checks to confirm the candidate's behavioral scale scores are in line with his/her previous work history.
Conscientiousness
Measures the degree to which the individual can be counted on to be timely and reliable. The degree to which the individual thinks things through, is organized, responsible and achievement driven.
Interpersonal Skills
Measures the degree to which the individual is friendly, people-oriented and exhibits excellent interpersonal skills. This characteristic is important for all jobs that involve interacting with customers.
Listening Skills
Measures the degree to which the individual is open to learning new experiences. The degree to which they listen to the needs of others and uses listening skills to guide sales strategies.
Service-Orientation
Measures the degree to which the candidate is customer focused and is likely to go out of his/her way to help the customer. The ability to remain service-oriented even during difficult customer situations.
Industries
Administrative Services plan, direct or coordinate one or more administrative services of an organization, such as records and information management, mail distribution, accounting, and other office support services.
Teller, customer service, cashier, money handling roles.
Management, marketing and operations of restaurants and other food services, lodging, attractions, recreation events and travel related services. You may want to consider the basic characteristics needed to succeed in your role. Customer service skills, computer skills, or general characteristics that make your company stand out.
Sample Job Titles
- Account Representative
- Call Center Representative
- Client Services Representative
- Customer Care Representative (CCR)
- Customer Service Agent
- Customer Service Representative (CSR)
- Customer Service Specialist
- Customer Support Representative (Customer Support Rep)
- Guest Service Agent
- Member Services Representative (Member Services Rep)