Customer Orientation Foundations test

This test can be used to assess customer orientation. In particular, this test covers problem-solving, communications, ownership of issues, integrity and flexibility. This test assesses practical know-how, through realistic business situations.

Type
Job Specific
Duration
8 min.
Language
Job Specific
8 min.
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Customer Orientation Foundations
Jim Iyoob

Expert in Customer Orientation Foundations

Jim Iyoob
Chief Customer Officer, Author & CCW Advisory Board Member

Jim Iyoob is the Chief Customer Officer for Etech Global Services. He is driven by a strong desire to remain ahead of the curve in outsourcing solutions and service delivery with experience in inbound, outbound & chat support services. He is known for providing quick and apt solutions for their daily customer experience needs. The gained experience over the previous years has enabled him to be a subject matter expert for call center solutions

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Customer Orientation-Foundations: Assess and Hire the Best Candidates!

Customer orientation refers to a company’s ability to anticipate and meet its customers’ needs. These foundations include a firm’s ability to understand how best to implement strategies that will lead them toward success in terms of customer satisfaction. It also consists of a company’s ability to respond quickly and effectively once customers have voiced their needs.

Customer orientation-foundations for hiring guide employers in hiring employees who will help build a solid customer-oriented culture within an organization. To do so, consider your own experience as a customer and use that information during every step of your recruiting process, from sourcing candidates to training new hires on how best to serve customers.

With careful consideration of both internal and external factors, companies can begin working toward building customer orientation foundations whose sole focus is meeting and exceeding expectations set by customers.

How To Use Customer Service Tests in the Hiring Process?

Customer service tests can significantly improve your hiring process, but you must use them correctly to get the best results. This guide will teach you how to use customer service tests and answer sample questions in your interview process to assess your candidate’s ability to do customer service right.

Hard Skills Assessments

Hard skills measure a candidate’s ability to perform specific, concrete job-related tasks. A resume will usually include many of these complex skills. A prospective employee’s resume should demonstrate their competency in written communication and accounting. 

Hard skills assessments often take an objective case study with written answers or talk-throughs, where candidates have to solve problems under time pressure. Hard skill assessments generally focus on personal qualities such as attention to detail, follow-through, and accuracy.

Soft Skills Assessment

Soft skills are non-technical skills that are important for a job. It’s not enough to hire someone who has all of the technical skill requirements for a job. You also need to hire someone who can work well with others and who will be able to perform well on your team.

A soft skills assessment is an interview question designed to test whether or not a candidate has specific soft skills. Some common soft skills include:

  • Teamwork
  • Collaboration
  • Creativity

Soft skills are essential, but they can be challenging to test for. For instance, it’s not easy to evaluate someone’s work ethic or attitude. However, if you know what your company values most, you can develop tests that measure these characteristics.

Focused Interview Questions

Consider if your hiring process allows enough time to discuss each candidate’s strengths and weaknesses. Your interview questions should focus on critical insights into candidates’ skills, knowledge, experience, and personality traits.

Focus on being conversational, asking open-ended questions, and listening to your candidate’s responses. This type of customer service test can give you an insight into their real-world customer service abilities.

Situational Judgement Test

A situational judgment test is a fantastic way to assess candidates’ responses under pressure for many job roles. For example, you might ask how they would manage customers who complained about their late orders and demanded a refund.

Situational judgment tests offer you insight into your candidate’s thought process and attitude, which can give you deeper insight into whether or not they will be able to succeed in your workplace environment.

How To Assess and Use Customer Orientation-Foundations for Hiring?

Customer service tests evaluate suitable traits in potential employees to ensure they’re a good fit for a particular position. These tests help assess candidates’ communication skills, problem-solving skills, and ability to be an effective representative of your brand. Using customer orientation-foundations for hiring to evaluate the right qualities enables you to hire more qualified people who will benefit your business.

Strong Written and Verbal Communication

In every hiring scenario, you must be able to communicate clearly with potential candidates. Regardless of which industry you work in, excellent verbal communication is a requirement throughout all job functions and levels. 

Verbal communication skills allow employees to manage customers and effectively create a positive experience for them. They include:

  • Active listening
  • Speaking clearly and concisely 
  • Paraphrasing information back to others 
  • Asking appropriate questions
  • Providing feedback

Written communication is also important because most businesses use email as their primary form of written communication between colleagues and clients. Strong written communication skills allow employees to build relationships with their clients through effective emails and correspondence. If you are interviewing a candidate who has strong written or verbal communication skills, they will be able to express themselves well verbally or on paper.

Good Problem Solving Skills

Problem-solving is essential for customer service representatives, who often deal with irate customers. The ability to solve problems is crucial when dealing with angry customers and can help you retain them as a customer. 

Solving problems quickly also shows that you’re efficient at your job and helps build trust between you and your customer. Customer service tests help to identify good problem solvers. 

The best candidates will demonstrate how they would handle each situation to resolve it efficiently and effectively. They illustrate the ability to address any issues that arise on their own. Crisis management shows confidence and self-reliance, both valuable traits in a customer service representative.

If a candidate has these skills, they are more likely to be successful at resolving problems. You want someone who doesn’t need to rely on others for help. 

Good Decision-Making

Decision-making is an essential skill for customer service professionals. Customer service representatives often have to deal with demanding customers, so it’s helpful if they have experience handling such interactions. 

The ability to make good decisions separates great workers from the rest of your workforce. As a hiring manager, you want to look for candidates who can think on their feet and handle unexpected situations well. You also want people who can take the initiative and figure out solutions on their own when needed. 

During interviews, you can evaluate these qualities by asking candidates how they would handle specific scenarios in a work environment. By asking questions that require them to demonstrate their decision-making skills, you’ll be able to gauge whether or not they have those traits. 

Familiarity With Online Customer Service Platforms

Many companies now have online platforms where customers can interact with representatives and request help. Customer relationship management (CRM) software, for example, is used by many businesses to create a central repository of customer information that allows employees to provide better service. 

If you’re using a CRM or other software that allows customer service reps to work remotely, they must be familiar with it before starting their job. Determine whether a candidate has experience using these systems during an interview.

Recruiting for Customer Service

An employee who provides exceptional customer service can help create and retain loyal customers. Then, customer service recruitment is essential and requires special attention to detail when hiring people to work in these roles.

Define What Skills and Experiences an Ideal Candidate Requires

Your customer service representatives are your front line, and as such, you need to have a thorough understanding of what makes an ideal candidate. Your existing employees may also have some insight into what qualities they wish their colleagues had. 

For example, if excellent communication skills are a must-have quality for your job, then make sure that’s something you’re looking for in every applicant. Once you know what you want from your candidates, finding people who fit your company culture and goals becomes more accessible.

Create a Job Description 

Before posting a job, you need to create a job description. A job listing might be a one-page document that will contain your responsibilities and hiring requirements for your customer service representative. 

With these in place, you’ll be able to filter applicants easily. Most of your questions will likely cover these two parts of a job description:

  • Responsibilities — all duties required to accomplish specific objectives. 
  • Qualifications — knowledge and skills needed to fulfill customer service. 

These are what you’ll use to screen candidates during interviews. Make sure they’re clear and concise so that you don’t waste time with candidates who aren’t qualified or don’t have an interest in fulfilling those roles. A good job description attracts high-quality candidates.

Bring Your Job Post to Targeted Applicants

An excellent way to reach a targeted pool of applicants is to place your job post on niche-based job boards. Job boards are an excellent resource because they quickly sort through candidates based on skills and experience.

You should still cast a wide net by placing your job post across multiple platforms, including niche-based sites and other local sites relevant to your position requirements. Ultimately, you want as many potential candidates to see your posting as possible.

Evaluate Applications

Customer service reps should possess strong communication and problem-solving skills, excellent judgment, decision-making abilities, specific language abilities, and a high degree of integrity.

In addition, they must also be able to multitask effectively and handle stressful situations with grace. When evaluating applications, make sure that each one meets these criteria before moving forward.

Conduct Interviews

Conducting interviews is another excellent way to ensure you have a good handle on who you want to bring on board. Interviews can be intimidating, but they’re an opportunity to become better acquainted with your candidate and assess their fit within your organization. 

A peer-to-peer interview is a great way to get honest feedback from a candidate about how they handle stressful situations or demanding customers. You might also consider role-playing during a consultation to see how a candidate takes tough questions.

Test Your Best Applicants

You have qualified applicants, and you want to hire them. But how do you know they’re your best applicants? Test them! 

A customer service test project can help you determine which candidates are best suited for your team. Start by creating a brief test covering typical job responsibilities such as greeting customers, resolving complaints, and interacting with vendors. 

The test should be relevant to your business but not too technical or complex. Tests will also allow you to see if any of your applicants might need additional training or support before being hired full-time.

Customer Orientation-Foundations: Considerations for Recruiters

Understanding and being sensitive to your customers’ needs can benefit your recruitment strategy, including providing you with a competitive advantage in your industry. Let’s look at what recruiters should consider when carrying out a customer-focused approach to recruiting.

Assess Applicant’s Fit for Remote Work

Today’s hybrid workforce is a mix of employees who work in an office, employees who work remotely, and independent contractors. That means recruiters need to know how to assess candidates’ fit for remote work. 

With today’s tech tools, it’s easier than ever to do your job from anywhere you want and still get things done. But not everyone is cut out for remote work. The key is to identify potential candidates who will thrive working remotely versus those who struggle with it.

Step Up Your Diversity Hiring Practices

Diversity is not only good business, but it’s also good recruitment. By keeping your recruitment strategies open to all types of people, you can attract talent that may have been overlooked or gone previously undiscovered by others. 

When your candidates come from various backgrounds, they will better understand your customer service policy. Your diverse team will be more resourceful and innovative because they bring in new ideas from different perspectives.

Understand Talent Beyond the Resume

It would help if you dug beyond school and company names to determine what talent looks like in practice. You need to precisely understand how people solve problems and achieve goals before applying and joining your team. To hire great people who can do great work, treat talent as an ongoing assessment instead of a one-time evaluation.

Final Thoughts

Organizations are increasingly aware of their role in delivering value to all their stakeholders, including customers. Customer orientation is an essential element of organizational culture that can create positive outcomes and provide a competitive advantage if effectively implemented. 

Companies should develop strong customer orientation-foundations for hiring throughout their organization and use effective ways to assess and measure their performance.

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