Business leaders know that if they provide clients with excellent service, they will likely become repeat customers. A Zendesk study shows that if customers had a good experience during their first transaction with your company, they are 81% more likely to make subsequent purchases. It also shows that 71% will look for another company if they have a bad experience.
Good problem-solving skills are important attributes for customer service representatives. If customers contact you, they probably need help resolving an issue. Using customer service assessment tools to evaluate applicants is the best way to recruit candidates with good problem-solving abilities.
What Attributes Do Good Problem-Solvers Have?
Most people who have earned a reputation for being good problem-solvers are highly valued in their respective organizations. These are some of the traits they share.
Pragmatic: Effective problem-solvers are practical, acknowledge issues, and address them head-on instead of resorting to denial. They do not waste valuable time complaining or trying to assign blame. They focus on understanding how the problem occurred and concentrate on finding a solution.
Optimistic: Good problem-solvers see the glass as “half-full” and always look for potential upsides in any situation. Instead of saying, “It is impossible to do a, b, or c, they ask “How can we make a, b, or c possible?”
Confident: Effective problem solvers have a “can-do” attitude, which tends to rub off on others. They are not arrogant but know their own capabilities and their team’s limitations.
Curious: Good problem solvers are naturally inquisitive and are never afraid to ask questions. They are open-minded, readily consider new ideas, and are life-long learners who always seek to improve themselves.
Action–Oriented: Good problem solvers are excellent at following through on commitments and getting things done. They strive for excellence but do not insist on perfection. They know it is ok to make mistakes as long as they learn from them.
Persistent: People who are excellent problem solversacknowledge that there is no quick fix for some problems. So, they are willing to dig in their heels when required to see an issue through to resolution.
Decisive: Good problem solvers recognize the importance of making quick decisions but want to avoid making bad choices. So, they take the time to consider all the relevant facts before they make up their minds.
How to Use Customer Service Situation Assessments To Assess Problem-Solving Skills
Every customer service situation assessment includes questions in multiple formats, such as multiple-choice, true/false, simple select, and select all that apply. The topics covered vary depending on your job requirements. Questions from the Problem Identification, Problem Solving, and Decision Making, as well as Logical Thinking assessments, are the best options to evaluate problem-solving abilities.
Some hiring teams use pre-prepared versions of these assessments. Others prefer to build customized skills tests by choosing questions from multiple assessments and adding proprietary content.
If you opt to build your own assessments, you may find questions from the Customer Service and Call Center skills tests useful, as well as the Inbound and Outbound Call Center Simulations. Simulations allow you to present applicants with realistic scenarios they will encounter during a typical workday and observe how they handle them.
Other Questions to Include On Customer Service Situation Assessments
The questions to include in a customer service situation assessment depend on your job requirements. If the employee will respond to customer inquiries and help solve order and delivery issues, applicants must be able to multitask and keep track of a lot of information. So, in this case, you should consider including questions from the Attention to Detail, Program Assistant, and Administrative Specialist skills tests and include a Multitasking simulation. Simulations allow you to present applicants with realistic scenarios they will encounter during a typical workday and observe how they handle them.
If the job will require the employee to answer questions about your company’s products and services and help customers decide which are best suited for their needs, you need to recruit candidates who can understand your products and the value they offer customers. So, depending on the types of products you sell, you should consider including questions from the Spatial Reasoning and Numerical Reasoning skills tests and adding questions about your products and the types of customers you serve.
Most, if not all, customer service representatives are required to use computers to complete job-related tasks. So, assessments that measure applicants’ computer proficiency are popular with hiring teams. Examples of customer service situations assessments that test computer skills include MS Word®, MS Excel®, and Data Entry Operator.
Get Started with Customer Service Job Assessment Tests
Customers appreciate it when your employees take the time to understand their needs. A Hubspot study shows that 93% of customers intentionally choose companies that provide superior customer service, and 58% will pay more for excellent service.
A leading assessment solution like the eSkill Talent Assessment PlatformTM can help you identify candidates with excellent problem-solving skills. Hiring them will help you deliver outstanding customer service, leading to better customer satisfaction and improved customer retention.
Are you ready to learn how customer service situation assessments can help you recruit candidates with superior problem-solving skills? Contact eSkill to request a demo.