WE’RE SORRY, AT PRESENT THIS PRODUCT IS NOT AVAILABLE – WE’RE HOPING TO SEE IT RETURN TO THE CATALOGUE IN ONLINE FORMAT SOON. Please see our other customer service tests or contact us directly for help finding a suitable alternative.
Hire the right person with the Customer Service Skills Inventory and identify high quality customer service candidates with skills, behaviour and traits indicative or success in service-oriented positions. Before you invest the time and money to train a new employee, test your applicants for skills like:
- Customer Service
- Pressure Tolerance
This test provides the answers you need to make informed hiring and promotion decisions.
Want more information about this test? Get it now. Please complete the request form on the MORE INFO & BUY TEST tab and we’ll reply promptly.
Not the perfect fit? No problem. We have many similar tests to choose from. See alternatives in the CUSTOMER SERVICE category section of our site.
The Customer Service Skills Inventory (CSSI) provides an easy-to-use, cost effective selection system that will identify those who have the demeanor and aptitude to provide high quality customer service. This test will help you identify individuals with skills, behaviour and traits indicative or success in service-oriented positions. The test items were written to assess whether applicants: show a desire to help customers, understand and satisfy customer’s needs, cooperate with co-workers, put forth extra job efforts and keep a reasonable balance between customer requests and company interests.
Designed for employers whose business depends on providing quality customer service, the CSSI helps identify job applicants who have the attitudes and aptitude to succeed in service positions. As with any selection tool, the CSSI should be used in conjunction with other standard selection and interview processes.
The Customer Service Skills Inventory can help employers:
- Improve customer relations
- Encourage customer retention
- Reduce employee turnover and associated costs
- Increase employee productivity
- Reduce employee theft
The CSSI contains the following scales:
Pressure Tolerance – Does not lose control in the face of adversity and pressure.
Realistic Orientation – Makes realistic appraisals of what is doable and what is not.
Time Appraisal – Accomplishes things within time constraints and deadlines.
Independent Judgement – Is not afraid of deciding.
Responsiveness – Pays immediate attention to customer problems and concerns.
Sensitivity – Shows flexibility to accommodate others.
Balanced Judgement – Does not make extreme or radical decisions.
Precision Orientation – Is concerned with precision and details.
The CSSI yields one overall score which can be used for selection, promotion and training needs. It also yields eight separate subscales which should be used for training purposes only.
© Owned and published by FifthTheory.