In today’s business world, it can be difficult to identify candidates with the right behavioral characteristics for your customer service jobs. Customer Service Talent Assessments can be used to measure how well a person fits a specific customer service job in your organization.
Based on O*NET information, the core activities of customer service workers include: Discussing goods or services information with customers. Responding to customer problems or complaints. Maintaining financial or account records. Referring customers to other appropriate departments or persons. Calculating costs of goods or services.
Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Speaking — Talking to others to convey information effectively.
Service Orientation — Actively looking for ways to help people.
Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
An effective Customer Service Talent Assessment needs to evaluate many of the following qualities:
Time Management — Customers want their questions answered quickly and their problem resolved in a timely manner.
Positive Attitude — When customers are treated with respect, courtesy and professionalism they are most receptive to having a satisfactory outcome.
Empathy — Having empathy regarding the customer’s situation will usually calm down even the most angry customer.
Ownership — Taking responsibility for the situation. Even if you cannot fix things yourself, make sure the customer doesn’t get bounced around trying to find the right person to help them.
Active Listening — Listen first, act second. A customer needs to feel that you have heard what their situation is. When they feel you understand, they will also feel that you can provide the correct solution.
Dependability — When you say you are going to do something, do it. Let the customer know what is being done on their behalf.
Follow-up — Customers remember when someone follows up to make sure everything is OK. Many organizations miss this opportunity to turn customers into dedicated fans!
Acquiring a new customer can cost five times more than retaining an existing customer. Increasing customer retention by 5% can increase profits from 25-95%. The talent assessment strategy you use to hire and retain high-performing customer service talent is critical to your long-term success. Without the right service reps in place, your company will struggle to retain customers.