The Customer Service Series is for use with any role in which high quality customer service provision is important, either incidentally or as its main purpose. A number of the tests and exercises are also useful in selecting customer service leaders and first-line managers.

The tests and exercises in the Series were developed following the job analysis of many hundreds of customer service employees in a range of roles. They assess the specific competencies required to deliver exceptional customer service,
uncomplicated by more generic skills, thus enabling assessors to obtain high quality information about suitability for these
highly consequential roles.

There is a range of tests and exercises providing assessors with a choice of methods to identify the potential for successful customer service provision. This includes a number of
exercises specifically developed for use in selecting and developing call centre employees.

Personality Questionnaires

• The Customer Service Personality Questionnaire (CSPQ)

Ability Tests

• Customer Service Numerical Test (CSNT)
• Customer Service Situations (CSS)
• The Customer Service Verbal Test (CSVT)
• Verbal Comprehension for Customer Services Test (VCCS)

Role Play Exercises

• The Customer Service Call Centre Role Play Exercise A (CSRP CCA)
• The Customer Service Call Centre Role Play Exercise B (CSRP CCB)
• The Customer Service Face-to-Face Role Play Exercise A (CSRP FA)
• The Customer Service Face-to-Face Role Play Exercise B (CSRP FB)
• The Customer Service Telephone Role Play Exercise A (CSRP TA)
• The Customer Service Telephone Role Play Exercise B (CSRP TB)

In-Tray Exercises and Group Exercies

• Customer Service Team Exercise: Scenarios 1 & 2 (CSTE)

Interviews

• The Customer Service Structured Interview (CSSI)

Job Analysis Questionnaire

• The Customer Service Job Analysis Questionnaire (CSJAQ)