CS r i m cpb n | ||||||||||||||
SELECT for Customer Service
| ||||||||||||||
| ||||||||||||||
|
Results | ||||||||||||
Random Response:A check for random responding. If Invalid, the candidate could not or did not read the test well enough to avoid responding randomly, and these results should not be used. |
| |||||||||||
Integrity Index:A measure of the candidate's attitudes about personal integrity and work ethic. |
| |||||||||||
Retail Math Score:A measure of retail math and basic numerical reasoning skills. |
| |||||||||||
Performance Index:A measure of the traits associated with successful performance in this job. |
|
Details | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Performance Sub-scale Analysis:The table presents the candidate's scores for each sub-scale of the Performance Index. Flagged areas should be probed in the interview. |
| |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Job Task Responses:
|
Counterproductive Behaviors | ||
In this section, undesirable responses by the
candidate to theft, job commitment, work ethic, resistance to direction,
safety, etc. questions are presented. The total number of survey questions
for each topic is given in parenthesis. The candidate selected an
undesirable response to the following: | ||
WORK ETHIC (8 possible questions)
|
Interview | ||||||||||||
Preparation:
| ||||||||||||
STEP 1: Open the InterviewHello, my name is ____________ and I’m the _____________ (your position). We’re glad that you are interested in this position. The purpose of this interview is to learn more about you and your work experiences. I will be asking you some questions about your previous experience, how you approach certain things, etc. You will probably see me jotting down some notes -- that's to help me remember better what you said after the interview is over. There are no correct or incorrect answers, what we want is to learn more about you. At the end, I’ll leave some time to answer any questions you might have. If you are ready, we can begin. | ||||||||||||
STEP 2: Review the Application and Investigate Potential Problem Areas
| ||||||||||||
Example Questions:I see that you were unemployed from _____to _____. Please tell me about this period of unemployment.I see that you left your previous employer for personal reasons. Would you explain further? I noticed that you have changed jobs frequently in the recent past. Why? | ||||||||||||
STEP 3: Review Test Flags and Begin In-depth QuestionsWhile asking the following interview questions, be sure to listen and probe in the following areas:
| ||||||||||||
1. Tell me about your responsibilities in your previous jobs. Which did you like most and why? Also, which did you like the least and why? (Listen for likes and dislikes that may or may not fit this job.) | ||||||||||||
2. Have you ever worked or volunteered in a position where your primary responsibility was to assist or serve people? How did you like it? How successful were you? (Probe for willingness to serve the needs of others.) | ||||||||||||
3. What attracts you to this job with our company? Why? (Listen for a desire to work and a desire to serve others as well as an interest in your organization.) | ||||||||||||
4. How would you describe yourself as a worker? What are your strengths? What things do you think you might need to improve? (Listen for work ethic, willingness to serve others.) | ||||||||||||
5. What type of people do you like best? And least? Why? (Listen for openness and a lack of prejudice.) | ||||||||||||
6. What type of supervisor do you like best? Why? (Listen for a willingness to be supervised.) | ||||||||||||
7. Think of a company that you feel provides good customer service. What is it about this company that makes you think of them? (Listen for service knowledge, values.) | ||||||||||||
8. Tell me about a time when someone failed to provide good service to you. Give me examples of what the person did poorly. How could he/she have improved? (Listen for service knowledge, values.) | ||||||||||||
9. Sooner or later, we all have to deal with a person who is unreasonable. What types of behavior would you find most frustrating? How would you respond under such a circumstance? (Listen for openness, tact and ability to handle difficult people.) |
If you are still concerned about the Performance Flag areas, here are some additional questions to ask:Low Energy Level: Describe your preferred work pace. In what types of work situations would you like to be more energetic? (Listen for answers that suggest that the candidate can't handle the pace of the job, or can't self-start to get the job done.) | ||||||||||||||||||||||||||||||||||||||||||||||||||
STEP 4: Conclude the InterviewThose are all the questions that I have for you. I appreciate the time that you have given to me. Is there anything that you would like to ask me? | ||||||||||||||||||||||||||||||||||||||||||||||||||
STEP 5: Make the Hiring Decision
| ||||||||||||||||||||||||||||||||||||||||||||||||||
| ||||||||||||||||||||||||||||||||||||||||||||||||||
Copyright © 1995, 1997, 1999, 2000, Bigby, Havis
& Associates, Inc. All rights
reserved. |