What:
According to Jerry Gregoire, ex-CEO of Dell, “The Customer Experience is the next competitive battleground”. In fact, according to an Accenture Global Consumer Pulse Survey, 62% of global consumers moved over to a different service provider due to unsatisfactory customer service experiences.
This is where customer service skills play a vital role in ensuring how your existing as well as potential customers perceive your business and deciding if they want tostay with you in the long term.
Assesshub’s Online skill assessment software to test customer services skills allows you to measure key competencies of your customer service team that can be decisive in ensuringlong term customer commitment by delivering a superior customer experience. This assessment also helps to predict how your potential employees will perform in a similar role.
How:
This online customer service assessment has been created to evaluate and assess customer service skills. It helps you know how well your Customer Service Employees display competencies such as customer orientation skills, Initiative, empathy quotient, building trust, careful negotiation and problem solving skills to name a few that are essential for success in a customer facing role.
With this well structured customer service skills test, you get an overall analysis of how a candidate rates, from Poor to Excellent, on each of these competencies, thus giving you much deeper insights into the candidate’s suitability for the role. It even serves as a call center skills test for your Call center employees.
Why:
Gandhiji stated “A customer is the most important visitor on our premises…” If it were not for your customers, you would not be in business. In fact, it is not about customer satisfaction any more, it is about how you can consistently keep improving the customer experience.
Research in modern times proves that gaining a new customer is much more expensive that retaining a customer.
A CEI Survey reveals that 86% buyers would pay higher for a much better customer experience though only 1% of customers believe that their vendors meet their expectations consistently – Forbes.
This reveals that there is always a lot more room for improvement and hence the scope for enhancing the overall customer experience always exists. Conducting a test to know where your organization presently stands in delivering this experience is a necessary first step you must take now.
Main advantage:
AssessHub’s Online skill assessment software for Customer Services Skills along with an english language test provides you with an in-depth understanding of how capable your existing and potential employees are in relating, empathizing and providing the ultimate experience that exceeds your customer expectations.
Based on these experiences, you could understand key training gaps in your existing team and hence train them further in Customer Relations and/or recruit employee who already exhibit the desired skills and competencies to excel in customer service.
Once you identify potential improvement areas,you will now able to develop a course of action for more effective customer service in your organization.
