Overall Result (score 53)
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Overall suitability for a job in customer service.
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Although Sam does not possess all the skills and traits necessary to work in a customer service position, he can potentially develop and improve them over time in order to pursue a job in this line of work. He would likely be able to adapt to this type of position, but it would take some time and effort on his part.
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Customer Service Orientation (score 60)
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Assesses whether a person possesses the right disposition to deal with the public.
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Sam may understand the importance on focusing on his customers - of respecting them and making them happy - but he doesn't always make it a point to put this knowledge into action. At this point, he is not giving clients sufficient reason to return to do business with him. This can hurt his reputation. One bad customer service experience (like rudeness on the part of a representative) can be enough to turn people off - and in a world that revolves around social media, a customer complaint can do a lot of damage. As difficult as it may be to be warm and agreeable with difficult customers, Sam needs to try to improve his attitude and conduct. Review his results below for information on the areas that need improvement.
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Helpfulness (score 77)
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Desire to come to the aid of others.
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Sam is generally a helpful person, but could strive to be even more so. Overall, he usually puts in the necessary effort to fulfill the needs of others. Even if he doesn't always go out of his way to help others, he will step up when he sees a clear need or in response to a genuine plea for help. Sam is a fairly giving and caring person who will try to be there for others when he can.
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Approachability (score 68)
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Degree to which a person has a warm and welcoming demeanor.
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Sam tries to show others, through his conduct and body language, that he is welcoming and approachable - and for the most part, he succeeds. He understands that his demeanor can have a major impact on customers' impression of him and of the company he works for. Customers are more likely to feel comfortable talking to Sam when he makes it a point to appear friendly and open.
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Pleasantness (score 58)
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Assesses whether a person interacts with others in an agreeable and enjoyable manner.
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Sam tries to be pleasant with others, but is not always able to do so - and perhaps may not even want to in some cases. Perhaps when he is having a particularly difficult day it is more of a struggle for him to be polite and friendly. What he needs to remember is that his attitude could have a significant impact on his relationship with customers. Some people may be offended if he is unpleasant, even if it's only occasionally. While this doesn't imply he has to "fake" it, it does mean that he needs to put in more of an effort to be pleasant, and not allow bad days or bad moods to affect other people.
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Patience (score 33)
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Ability to tolerate annoyances.
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Sam's patience is limited. It doesn't take much for him to lose his patience; anyone or anything that inconveniences him or wastes his time will immediately result in agitation. This likely makes him abrupt or brusque with others, or causes him to give up too quickly. His lack of patience will have a significant and negative impact on his interactions with others, and the manner in which he completes tasks. Developing patience is easier said than done, but it is something that he absolutely needs to work on.
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Negotiation Skills (score 46)
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Ability to effectively negotiate a resolution.
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Sam may be able to successfully negotiate some resolutions, but there are certain aspects of his negotiation approach that require improvement. Being able to find an effective compromise while still maintaining the integrity of his relationship with customers is going to be a challenge. He will either find himself stuck in a stalemate or forced to give more than he desires. Sam needs to work on developing his negotiation skills. Review his results below for more details.
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Communication Skills (score 34)
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Ability to express oneself clearly and effectively.
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Sam's communication skills are in need of improvement. Most jobs require him to have some contact with others, which puts him at a disadvantage. The ability to express himself clearly is essential, as the potential for miscommunication can result in serious errors. At this point, his skills are not at their best; he often struggles to get his point across to others. With effort, knowledge, and practice, they can improve, however.
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Listening Skills (score 67)
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Ability to actively attend to others.
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Sam's listening skills are satisfactory, although there is still room for improvement. He is usually an attentive and active listener, and this makes it less likely that he will miss out on both direct and subtle information that a person is trying to get across. This is important, because colleagues and customers are more likely to trust people who are willing to listen to them. In most situations, Sam is able to offer his undivided attention to others.
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Conflict-Resolution Skills (score 17)
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Ability to resolve conflict effectively and productively.
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Resolving conflict effectively is an area where Sam struggles a great deal. He tends to have difficulty remaining objective and finding a solution that benefits everyone, whether it's because he has trouble controlling rising emotions or because conflict simply makes him uncomfortable. Whatever the case, conflict is not always avoidable, so it is important that Sam work to develop the skills needed to resolve it.
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Problem-Solving Skills (score 86)
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Assesses whether a person's approach to problems is conducive to resolution.
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Sam is an excellent problem-solver. Rather than look for a temporary, "band-aid" solution, he strives to come up with a more solid, long-term resolution. He understands that when it comes to problem-solving, the process is everything.
The key to problem-solving is threefold: Sam has to be methodical as well as innovative, and needs to trust himself and his abilities. Based on his responses:
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- Sam tends to take a creative approach to problem-solving. This approach consists of brainstorming, seeking innovative and new ideas, and thinking "outside the box."
- Sam tends to approach problem-solving in a systematic matter. This method involves tackling an issue in a step-by-step manner: Clearly defining and outlining the problem, conducting research, weighing his options, and coming up with a "Plan B."
- Sam does not have a great deal of confidence in his ability to resolve problems; it may often take him longer than others to find an effective solution. Even if he does manage to come up with a resolution, he is likely to doubt that it will work. As a result, he may often turn to others for help, or frequently find himself at a loss as to how to proceed.
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Unflappability (score 30)
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Degree to which a person has a "thick skin."
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While Sam shows some degree of mental toughness, it is limited at best. This is a concern, especially if he doesn't have other skills and traits that can compensate, like good coping skills or a positive mindset. Faced with a particularly intimidating or difficult customer, he will likely become frustrated, defensive, or flustered. He may also find it a challenge to recover from hardships and failures, which can impact his mood and confidence level. Sam views setbacks and challenges from a perspective of limitation, and rarely sees them as a chance to learn and become stronger.
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Self-Efficacy (score 36)
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Belief that one has what it takes to succeed.
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Sam's confidence in his abilities is not very strong. He often doubts himself and his capacity to complete tasks and challenges. This will cause him to question and second-guess himself often, and if customers pick up on this, it will not reflect well on him or the company. At this point, he simply doesn't feel that he has all the skills necessary to be successful. This is will need to change if he hopes to do well in customer service.
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Assertiveness (score 25)
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Refers to a self-assured demeanor and manner of speech.
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On most occasions that require Sam to be firm, he struggles to assert himself. Dealing with difficult people is likely a challenge for him, and he may find himself giving into other people's requests more often than he would like - leaving his needs unfulfilled. Sam needs to stand up for himself more often, and assertiveness training will help.
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Emotional Intelligence (score 48)
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Assesses a person's ability to deal with his/her own as well as other people's emotions.
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Sam is not adequately skilled at managing emotionally charged situations. In order to effectively deal with customers as well as the ups and downs of customer service, he needs to be able to regulate his emotions and as well as handle other people's with finesse. Review his results below for more information on areas that need to be developed.
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Awareness of Body Language (score 93)
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Ability to interpret other people's body language.
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Sam is very skilled at reading body language. When he is interacting with someone, he likely makes it a point to pay attention to both what they say verbally as well as their non-verbal communications. This provides him with a more well-rounded understanding of a person's feelings, and allows him to adjust his own social approach in turn. This skill is an asset in any position that requires him to work with people.
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Empathy & Social Insight (score 54)
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Ability to identify with and understand other people's emotions and motivations.
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Sam is somewhat empathetic, but he either doesn't put empathy into practice often enough, or he still struggles to fully place himself in someone else's shoes. When he makes it a point to practice empathy, he is more likely to make a better connection with customers. He will be better equipped to understand why a customer is complaining or unhappy, and potentially prevent an argument from escalating further.
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Emotional Control (score 33)
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Ability to regulate emotions.
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Sam's self-control is limited. He often loses control of his emotions, and struggles to keep emotionally-tense situations in perspective. This could inhibit his ability to deal with difficulties at work, and makes it a challenge for others to get along with him. Sam has to learn and practice techniques that will allow him to control and stabilize his emotions, as he seems unable to remain objective in certain situations.
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Stress Management (score 21)
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Ability to manage stress when under pressure or in trying situations.
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When under stress at work, Sam often feels like he is barely able to keep himself composed. Whether it's too many deadlines, projects, obstacles or troublesome people, he has a difficult time getting a hold of himself and the situation when things get hectic. His ability to deal with stress is limited - he is not at his best in these situations.
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Self-Motivation (score 51)
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Ability to create incentive from within.
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Sam's self-motivation is inconsistent. Sometimes he is able to find the incentive from within to take action and achieve his goals, but may lose momentum along the way - especially if a goal is particularly challenging or fraught with obstacles. Using outside incentives likely helps keep him going, but he needs to be able to be able to motivate himself as well. He will need to find more effective ways to inspire himself.
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Conscientiousness (score 61)
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Assesses whether a person possesses a good work ethic.
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Sam is not a stranger to hard work. He understands the value of a good work ethic, and for the most part, can be trusted to put in a dedicated and productive effort. In general, he tackles tasks with enthusiasm, and will sometimes even do more than his job requires because in the end, his work does matter to him. Review his results below for more details.
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Attention to Detail (score 72)
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Assesses the degree to which a person is meticulous and thorough.
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Sam may not catch every detail, but he is fairly meticulous. He is usually willing to put in the time and effort needed to make sure the details of a project are taken care of, but perhaps becomes a little impatient occasionally. When he is tempted to skip over details, he needs to remind himself of the potential consequences of missing an error. In general, however, Sam has a good eye for detail.
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Dependability (score 70)
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Degree to which a person can be relied on.
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On most occasions, Sam is a reliable person. He may a have a very good reason for those times when he is not able to live up to expectations, but he should still strive to improve in this area. Overall, his customers, colleagues, and manager can usually depend on him to get work done when and as expected, and to be dedicated to his success and the company's as a whole.
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Accountability (score 57)
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Degree to which a person is willing to take responsibility for his/her output, conduct, and actions at work.
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Sam takes responsibility for some of his actions, but doesn't do so on a consistent basis. He might come up with a valid rationale for why things didn't work out for him, and might admit to having played a part, but will not entirely own up to his responsibilities. Sometimes, he will make the necessary changes to advance and improve, but this isn't always the case. Sam's performance depends a great deal upon his actions and decisions - he needs to improve his level of accountability.
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Trainability (score 46)
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Assesses whether a person proactively strives to learn, grow, and improve.
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Sam is not the most eager student but is at least somewhat open to the idea of learning and improving. He will pick up new skills if he has to, and may pursue a few interests beyond his area of expertise. Overall, he is content with the skills and knowledge he currently possesses, but at the same time, recognizes the benefits of expanding his knowledge base sometimes. He knows that he still has some room to grow, but perhaps is not overly-enthusiastic about the effort it requires.
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Moderating Factors (score 51)
The traits and skills in the section to follow do not count toward the overall score. Although they can be considered an asset in a customer service position, it will vary from one position to another depending on the job field. For example, some customer service positions allow employees to be more autonomous, while others require major decisions to be approved by a supervisor.
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Integrity (score 56)
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Degree to which a person is honorable and principled.
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Sam may consider integrity important, but doesn't always practice it. Some of the actions he takes would be considered selfish and unethical, and the fact that he sometimes purposely chooses to put aside his principles even when he knows it is wrong to do so is a concern. There are some situations where he will be unwilling to put in the effort to stand by his values and principles and as a result, will treat those around him dishonorably.
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Charm (score 54)
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Ability to draw and win people over.
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Sam may attempt to be charming but is not always successful; it's not something that comes naturally to him. Although charm can help him get along with and perhaps even influence customers, it isn't an absolute necessity. If he is willing to be polite and a good listener, and is capable of keeping his emotions under control, he will still be able to win over customers quite easily.
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PR Skills (score 58)
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Ability to curtail and/or reverse customer service crises.
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When a customer has a genuine complaint that could be detrimental to the company's reputation, Sam needs to be able to switch to damage control - and this is something that will prove to be a challenge for him. He is either not sure what to do to turn a negative customer service situation around, or is generally unable to keep his composure when faced with such a crises. Poor PR skills could anger and put off long-time customers, which will be costly.
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Autonomy (score 40)
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Ability to work effectively without help or managerial input.
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Sam would be reasonably comfortable working on his own, but when it comes to more complex problems or customer situations, he may desire more help and guidance from a supervisor. Being left completely to his own devices, at least at the beginning of a new job, would be a challenge for him to handle, but with time and experience he will likely be able to manage with more autonomy - he just needs some counsel and reassurance once in a while.
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Outgoing Personality (score 55)
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Assesses whether a person has an outward orientation.
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Sam is reasonably outgoing, but having to interact with and be around people all the time could be a little wearisome for him sometimes. He enjoys the company of others, but perhaps not on a continuous basis. Given that customer service is people-oriented field, Sam needs to make sure that he is on board with the fact that working the public is part of the job.
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Impression Management (score 0)
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Assesses whether a person responded to the questions in a socially desirable manner.
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This scale assesses the degree to which results on this test are distorted or manipulated. Many people will try to present themselves in a better light, especially if the stakes are high.
Test-taker answers are compared to responses obtained from a large sample of the general population. When someone systematically selects socially desirable responses that are rarely endorsed by others, there is good reason to believe that a positive self-presentation bias is at play. A score that is suspiciously high may indicate that a person is lying, which may invalidate that whole test.
There was little or no indication in Sam's results to suggest that he was lying or trying to present himself in a favorable light.
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