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.
PsyMetrics' Situational Judgment Test (SJT) - Service 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 individuals who have a strong service orientation, meaning individuals who possess and demonstrate those skills necessary for providing excellent service. The four areas assessed by this SJT are:
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.
The degree to which the candidate is friendly, people-oriented and exhibits excellent interpersonal skills when interacting with others.
The degree to which the candidate focuses on the needs of the customer during interactions. The degree to which he/she listens carefully to the individual's needs and attempts to fulfill those needs.
The degree to which the candidate thinks things through, is organized and reliable. The degree to which he/she is able to make decisions based on careful thought rather than impulse.
The Situational Judgment Test - Service predicts:
This test is ideal for organizations wanting to hire customer-oriented individuals who are customer focused, team players and who utilize appropriate judgment and problem-solving skills while providing customers with excellent service.