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Jotham Friedland, PhD & Sander Marcus, PhD
Customer service professionals are often seen as the face of an organization and their performance can directly impact customer satisfaction rates, loyalty and reputation. This makes hiring and training the best customer service talent with the right skill set the key to successful customer onboarding and retention. The Customer Service Aptitude Profile™ (CS AP™) enables users to identify critical skills in candidates, as well as gaps and development opportunities for current employees in customer service roles.
Why CS AP™?
Employee turnover can be a significant drain on your resources due to decreased levels of customer satisfaction and loyalty. The CS AP™ is designed to help you hire, develop and engage high-performing customer service talent, to delight customers and grow your business.
Key Features:
Self
10 to 15 minutes
Online (Administration & Scoring)
EQ-i 2.0®
Influence Style Indicator
Hardiness Resilience Gauge
US
CS AP™ Interview Guide
CS AP™ Development Report
Self
10 to 15 minutes
Online (Administration & Scoring)
EQ-i 2.0®
Influence Style Indicator
Hardiness Resilience Gauge
US
CS AP™ Interview Guide
CS AP™ Development Report
Reliability:
The reliability of the Customer Service AP was examined using internal consistency. The coefficient alpha values of the Customer Service AP had a median of .88, with a range of .82 to .94. These high values imply that the questions assessing each competency are connected and are measuring the same idea.
Validity:
The CS AP has multiple sources of evidence that support its validity. The assessment has a factor structure that seems the most empirically and theoretically consistent compared to other plausible models. Additionally, the validity studies for the assessment demonstrated that high-performing customer service representatives score higher than the general population sample. To support that the assessment relates to work outcomes, the validity studies for the assessment show that those who have higher customer service aptitude, as measured by the Customer Service AP, have higher self-reported levels of job performance and job satisfaction. Furthermore, the scales of the assessment seem theoretically consistent, as they correspond closely to other measures that reflect similar content.
Each participant in the Customer Service AP is compared to a group of 1,620 individuals who have taken the assessment previously. This sample, against which Customer Service AP scores are compared, is representative of the U.S. general population. It was evenly distributed by gender and across five age-ranges and was matched to the 2016 U.S. Census by race/ethnicity and geographic region. The participants in the comparison group had a variability of employment statuses and levels of education.
CS AP™ Interview Guide
The CS AP Interview Guide contains a set of features that provide customer service-specific insights to help you make informed hiring decisions. It includes information about how candidates might behave on the job and structured interview questions to dive deeper...
The CS AP Interview Guide contains a set of features that provide customer service-specific insights to help you make informed hiring decisions. It includes information about how candidates might behave on the job and structured interview questions to dive deeper into their competencies, as well as Response Style Indicators that are triggered by participant faking and inattention.
Applications:
CS AP™ Development Report
The CS AP Development Report provides insight into the competencies that contribute to customer service performance. Basic strategies and a goal-setting framework are included in the Development Report to help employees and coaches create an action plan to strengthen their...
The CS AP Development Report provides insight into the competencies that contribute to customer service performance. Basic strategies and a goal-setting framework are included in the Development Report to help employees and coaches create an action plan to strengthen their core customer service competencies.
Applications:
The CS AP™ includes self-paced, online certification materials to help you get the most out of the tool.
What does certification include?
To learn more about certification speak to a Talent Solutions Consultant or you can contact MHS Customer Service at [email protected] and 1-800-456-3003.
If you are visiting our site from outside of North America, please order directly from one of our international partners in your area. If no partner is listed for your area, please call MHS Customer Service at 1-800-456-3003 or [email protected].
Once your account is created you may Purchase, administer, score and generate reports quickly and easily on the Talent Assessment Portal.
Once your purchase is complete you can access the assessment through your Talent Assessment Portal (TAP) account. New Customers will receive an email from [email protected] with their TAP login details.
Online
Assess easily online from anywhere. Includes automatic scoring and report generation.
Software
Requires software. Includes automatic scoring and report generation.
Handscored
QuikScore forms are scored by hand without reports.
Customer Service Aptitude Profile | Certification
Self-paced, online certification for the CS AP™ through TAP account including User Guide, Technical Manual, 2 E-Learning Modules and 60 Tokens to generate your first report.