Customer Service is the front-line of any organization. As a hiring manager, recruiter or business owner, it is essential for you to know that the people you’re hiring have the right customer service mindset. Use the Xobin Customer Service Ability Test to understand personal traits and mindset of prospective Sales Associates.
The psychometric situational judgement assessment assesses emotional traits a customer service representative is expected to possess. Xobin’s Customer Service Psychometric Situational Judgement assessment has questions on the topics:
Empathy – Includes the ability to see how a person or group will react to words and actions, trying to understand other points of view, and being sensitive to people of different cultures and backgrounds.
Cooperation – Includes the ability to work with other people in a team & help achieve a common goal; be sensitive to others’ needs and feelings and actively look for ways to help people.
Initiative – Includes taking on responsibilities, challenges, and needed action at work without being asked; taking the lead in performing tasks or promoting new ideas or work methods; showing a sense of urgency.
Team player – Includes the ability to collaborate and work together to achieve the common goal.
Managerial – Includes the ability to maintain appropriate information exchange with all the team members tasks and adapting new methods to ensure faster resolution of problems.
Assertive – Includes the ability to showcase a confident and forceful behaviour, and make things happen; not slacking off and giving excuses to delay things, but give a prompt and accurate response to questions.
Diplomacy – Includes the ability to balance words in a sensitive and tacful way.
Attitude – Includes remaining hopeful and productive even during difficult or uncomfortable interactions with others or when faced with stressful situations.
Patience – Includes the ability to accept or tolerate delay, problems, or suffering without becoming annoyed or anxious.
Self Confidence – Includes trust in one’s abilities, qualities, and judgement; taking available opportunities and making decisions with authority and confidence.