Customer Service Simulator (CSS)
WHAT IS THE CSS?
The Customer Service Simulator (CSS) represents a new way of testing for customer service skills. Based on the realization that effective customer service requires people who not only have well-developed interpersonal skills, but who also know how to project a customer service orientation, the CSS separates those who are likely to build a positive image of the organization from those who are likely to destroy it. The CSS consists of five common customer service scenarios. Dialog between the customer and a Customer Service Trainee is presented, and the candidate is asked questions about what takes place. The CSS is not a multiple choice test, but rather a realistic simulation in which candidates must indicate what they would say and do in reacting to statements made by customers. A person with good customer service skills should be able to:
>>>>• Respond in a thoughtful and tactful manner to defuse tensions
>>>>• Correctly perceive underlying issues
>>>>• Convey responsiveness to customers
>>>>• Convey to customers that their concerns are taken seriously
>>>>• Project a willingness and desire to solve problems
>>>>• Convey to customers that their suggestions are valued
POSITIONS USED FOR?
The CSS is designed for government positions that require substantial public relations skill in responding to customer inquiries/complaints. There are several versions available, as shown below.
CSS USED FOR:
>>>• Customer Service Representative (or similar positions)
>>>• Supervisor of Customer Service
>>>• Supervisory Jobs (with public relations emphasis)
>>>• Transit Agencies (Employee and Supervisory versions)
The CSS is an online test only. Assessees are placed in a hypothetical organization and told that they are monitoring the phone calls received by a new Customer Service Representative. Actual dialogue is given for five job-related customer inquiries/complaints. For each situation, assessees must evaluate the dialogue and indicate what they would say or do. The questions are designed to determine the assessees's level of understanding and course of action in dealing with the situations. Total test time is 90 minutes. Client acceptance of this test has been extremely high.
CSS NATIONAL DATA BASE
The CSS is the only customer service assessment exercise for which there are national norms. The national data base permits you to compare the customer service skills of your candidates to candidates across the country. Does the candidate have above average or below average interpersonal sensitivity? Above average or below average customer service orientation skills? These areas are critical to success. The CSS gives you the information you need to make an informed hiring or promotion decision.
SCORING AND REPORTING OF RESULTS
Customers vary greatly in terms of personality, education, and degree of sophistication. Customers do not have to be literate; they do not have to be skilled communicators; they do not have to have a high degree of interpersonal skills. Any yet, they are the key to the success of any enterprise and should be valued. This requires personnel with effective customer service skills. The CSS has explicit scoring criteria for each problem. At MPS, our highly trained raters do all of the scoring for you. The results show you how well your candidates scored relative to the national norms. Feedback Reports on the candidates are also provided. Results are supplied via email in pdf format.
SOME CSS ISSUES
>>>• Upset Customers: How to deal with an upset customer
>>>• Customer's Concerns: Identifying and dealing with underlying concerns
>>>• Responsiveness: Conveying responsiveness and accountability
>>>• Listening: Providing relevant information when requested.