Conducting a Comprehensive Customer Service Assessmentby Kristen White Blogger
Excellent customer service drives businesses. By conducting a customer service assessment test, you can ensure that your customer service department is staffed with the highest performers who provide excellent customer care.
Companies should provide their clients with assistance to enhance their customer experience. Clients are more likely to do repeat business with a service provider whose customer service is top-notch. This is why conducting a customer service assessment test will work wonders for your business.
The kind of customer service staff that you employ will affect the quality of your business. Here are some assessment suggestions, like the best data entry test, [Relocated OS link here. ]to help you find the most suitable candidates.
Assessment of Hard Skills
Hard skills are teachable skills that are necessary for completing the job. Even if a candidate is new, having superior people skills is not enough. The candidate should also fluently speak the language of your clients, possess computer literacy skills, and be able to accurately type.
Assessment of Soft Skills
Soft skills are non-negotiable. They include superior listening skills, patience, humor, empathy, and being a team player. Having conflict resolution skills is a must.
A Practical Preview of the Job
By giving the potential employees a job preview, it gives them a glimpse of what working for you is like. Candidates who don't like what they see can screen themselves out of the process.
A preview includes uploading employee's testimonials online, interactive VR simulation, and testimonial videos from the employer. Allowing the candidate to shadow the actual employees for a brief period is another great way to preview the position.
Conditional Judgment Test
These tests will show you how the prospective employee will behave in typical job scenarios. The candidate's resume might be glowing, but this test will help you assess the actual on-job performance.
Asking Focused Queries in the Interview
Stay away from overused questions such as, ‘what are your greatest strengths?' The best way to learn about a candidate is to ask focused questions about specific situations. Instead of hypothetical answers, urge candidates to be more detailed about how they should handle a situation they’d encounter on the job.
Peer Interviews are Recommended
Have the candidate sit in with potential colleagues and the hiring manager. This allows the candidate to feel comfortable and open up. By allowing the candidate to ask questions of a peer and vice versa, you can see if they will be a good fit.
Apart from making the candidate feel at ease, they get a front-row seat to what the job entails.
Invite the candidates to a trial day and give them problems to solve. Avoid fake or hypothetical issues and give them real problems. Evaluate their performance and then give feedback later.
Allow them to take actual customer calls and see how they do. Be sure to compensate the candidates for their time.
There are vital questions that you should ask a candidate’s references. These include how long the candidate worked for them, their responsibilities, their strengths, why they left the employer, and most importantly if they would rehire them.
A detailed assessment process results in superior customer service staff. Never underestimate these tests as they can help you find the best customer service representatives. By following these suggestions, you’ll find customer service employees you can be proud of.
Created on Sep 26th 2019 05:10. Viewed 219 times.
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