Job Match Surveys

EASy Simulation® Virtual Customer – Service		 

Dear Participant,

This survey is being used to verify the key behaviors and skills required to effectively perform as a customer service provider. The information you provide will be used for research purposes only and will remain confidential. Information on this survey will be reported to Employment Technologies Corporation, a human resources firm. This survey will not be retained in any personnel file and should not be confused with any official personnel documents.

Completing this form will take approximately 5 to 10 minutes. Once you have completed the form, please press the Submit button at the bottom of this page.

Thank you for your cooperation.

Participant Information

Name *

 

Company *

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Group Code
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The Job
Please select the option that best describes your job:

If you selected Other, please specify:



Part I
Please read each statement below and select the option that best describes how essential it is to overall job performance in the customer service position.

Job Behavior

Value to the Job

Greets customers at the beginning of conversations.

Uses customer’s name during conversations with customers.

Establishes rapport/develops empathy with customers.

Recognizes special needs of customers (e.g., handicapped, foreign language) and offers additional assistance as required.

Renders service to customers in response to their requests.

Renders service to customers without delay.

Explains the benefits of products or services to customers.

Explains to customers any special processes that are involved in rendering service.

Identifies and suggests additional services or products that may benefit customers.

Alerts customers to possible future problems or concerns and suggests solutions (e.g., need for routine maintenance).

Responds to customers who have problems, which may be out of normal areas of responsibility (e.g., handles directly, makes appropriate referral).

Recognizes customers’ anger and attempts to defuse it.

Allows customers to explain their problems/issues without interrupting.

Obtains information (i.e., asks questions or accesses a computer) to gather information about the problem and the cause of the problem.

Ensures that customers’ complaints are properly understood.

Identifies acceptable solutions to customers’ situations/issues.

Arranges for customer to talk with a coworker when necessary (e.g., transfers telephone call, introduces coworker to customers).

Provides coworker with information about customer and customers’ needs when referring customers to the coworker.

Assists coworkers as needed/requested.

Demonstrates flexibility in scheduling. If asked, they will adjust breaks, vacation etc.

Personalizes service provided to customers using various techniques (e.g., using customer’s name, reviewing customer’s account history).

Thanks customers at the end of the interaction.



Part II
Please read the definition for each skill listed below. Select the option that best describes how essential the skill is to overall job performance in a Customer Service position.

Skill

Value to the Job

Friendliness: Courteously greets customers, consistently smiles with a pleasant voice, tone, and language when interacting with customers, maintains composure even in challenging situations, and thanks customers and let’s them know they are valued.

Conscientiousness: Consistently fulfills obligations, performs required tasks without being prompted by supervisors, volunteers to do things above and beyond the normal scope of the job, cooperates with others for the good of the team, and requires minimal supervision and guidance to successfully perform the job.

Problem Solving: Closely listens to customer and asks questions to fully understand their needs, generates multiple creative solutions to resolve customer issues, recommends solutions that meet both customer and organizational needs, and avoids recommending solutions that may cause other customer complaints.



Part III
Please read the definition for each skill listed above. Select the option that best describes the percentage of a Customer Service position covered by those skills.

Percentage Covered


What percentage of the Customer Service position is covered by the skills listed above: