HireSmart - Customer Service Applicant Inventory

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Customer Service Applicant Inventory
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The CSAI™ (Customer Service Applicant Inventory), a Pearson Reid London House instrument, is
a multiple-choice human resource assessment that evaluates attitudes proven to be indicative of
productive on-the-job performance. The CSAI was designed to help employers whose business
depends on providing quality customer service. This instrument helps employers hire service-oriented,
honest, safe and productive employees. The CSAI can help employers:

· improve customer service

· increase team effectiveness

· reduce employee accidents

· raise employee productivity

· lower employee theft

The CSAI scales and measures include:

Customer Service	an applicant’s attitudes regarding courtesy, cooperation, friendliness and attentiveness toward customers, as well as basic common sense when dealing with customers.
Teamwork	an applicant’s attitudes toward cooperation and collaborative work efforts toward solutions which benefit all involved parties.
Communication	an applicant’s willingness and ability to communicate effectively in group or individual situations.
Stress Tolerance	an applicant’s ongoing experience with stress and the ability to tolerate stress.
Honesty	the likelihood that the individual will not engage in workplace theft.
Drug Avoidance	the likelihood that the applicant will not use or sell illicit drugs on the job.
Safety	an applicant’s level of safety consciousness and the likelihood that the applicant may be a safety risk.
Training Readiness	an applicant’s desire to learn and overall trainability.
Applied Math	basic arithmetic ability as it relates to multiplying, counting money and making change.
Validity/Candidness	the extent to which the applicant responded to the inventory in a socially desirable manner. Low scores indicate a tendency to exaggerate positive traits and minimize negative qualities. High scores show a greater probability that the applicant's responses are indicative of real attitudes and opinions.
Validity/Accuracy	the degree to which the applicant understood the inventory and carefully and accurately completed it.
Employability Index	a quick reference of the applicant's overall suitability for hire.


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