OPC Assessment

Competency

Customer Service Situations (CSS)

Summary

TypeSituational Judgement Test
TrainingTest User Occupational Ability (TUO-A) formerly known as Level A
Competency
  • Customer Service
Job Roles
  • Bus Driver
  • Conductor
  • Revenue Protection Officer
  • Station Based Managerial Roles
  • Station Staff
    SeriesCustomer Service
    Assessor TimeApprox. 45 minutes (Timed)

    Description

    The CSS is a situational judgement exercise designed to assess customer service orientation. The candidate is presented with a range of customer service problems drawn from different industries. For each scenario the candidate is presented with four solutions and he/she has to put them in priority order with the best solution first, then the next best solution and so on.

    The CSS offers valuable insight into the quality of candidates' customer service proficiency, based on their ability to manage novel customer situations and deliver excellence. This Situational Judgement Test (SJT) can be a reliable indicator for on-the-job performance, and offers a unique alternative to personality questionnaires and interviews.

    The CSS is designed for candidates applying for customer service orientated roles and is suitable for a range of occupational levels, from front-line staff dealing with customers face-to-face, through to higher level supervisors and managers who may have less direct interaction with customers but must still demonstrate a strong customer orientation and offer guidance on customer service excellence.

    Test of the psyche - recruiting Customer Assistants for the New Routemasters

    With the help of OPC Assessment, a leading bus company, London United Busways Ltd, used a formalised assessment centre to help recruit candidates for a Customer Assistant role on the new Routemaster buses in London. The assessment centre, which comprised of two OPC Assessment customer service psychometric tests, an in-house group exercise and a competency based interview, helped to identify those candidates who were best suited to the role. A later analysis conducted by OPC psychologists revealed the assessment centre was effective. Those candidates who performed well at the assessment centre, subsequently performed well on the job. To read the full article which appeared in Route One magazine, please click here.

    Here is an example of the type of scenario you will find in the CSS:

    Example Situation

    You work alone on the glove counter of a department store. Your lunch break is between 12:30 and 13:00. You have agreed to meet your manager for lunch to resolve your poor performance issues. A customer arrives at your counter at 12:28 and wants you to show her your range of over 30 woollen gloves. What do you do?

    1. Apologise to the customer and explain that you are just about to go to an important meeting, but if she would like to return at 13:00 you will be happy to assist her.

    2. Apologise to the customer and explain that you are just about to go on your lunch break but ask one of the sales staff from the electrical department to assist the customer.

    3. Get out all your woollen gloves for the customer and ask her to help herself and explain that you will assist her when you return from lunch.

    4. Cancel your lunch appointment with your manager and assist the customer.

    Online Reports Available

    • CSS Assessor Profile Chart
    • CSS Assessor Scores Report

    Notes