Customer Service Skills (CSR) with Demo

library/CSR_Competencies.pdf

 

A window into video-based Customer Service assessment:

The following video simulation is typical of customer service situations found in CSR.

Work Readiness Components

The following table describes the knowledge, skills and abilities required of any position. LRI’s expertise is in behavioral – or soft skill – competencies.

Jobs	Competencies			Personality
Type: Face-to-face or phone based	Academic	Behavioral Customer Service Skills (CSR)	Technical	Interests and Aptitudes

Customer Service Skills (CSR) is an employer-validated and simulation-based soft skills assessment program that measures the competencies required by employers for face-to-face and phone-based customer service jobs. The program identifies both the current competencies and the developmental needs of individuals. When skill development is suggested, strategies are identified to support the attainment of those skills. Because of its validity, CSR is used in support of hiring and promotion decisions.

CSR skill sets include:

• Customer Relations
• Judgment
• Identifying New Ways to Serve Customers

The Competencies Measured by CSR and a process to determine which competencies are of greatest importance to local employers appear here. How this process enables workforce professionals to better serve employers is outlined here.

Developing CSR soft skills

• The CSR Feedback Report, which is the basic product of LRI's assessment process, identifies soft skill strengths and deficits. It provides suggestions for creating individual or group Development Plans to remediate deficits.
• LRI-provided Implementation Training and Development (ITD) prepares staff to create Individual Development Plans for assessed workers, integrate soft skills into courses/workshops, interact with employers and more. ITD ensures that workers/learners and their managers/instructors are in agreement as to developmental activities; managers receive practical, hands-on experience that enables them to help workers develop soft skills over time.
• A Discussion Guide (click here for excerpts from the Guide) that can be used in support of development is available; it provides situations that can be discussed in classes or workshops led by workforce professionals. Guidelines for the facilitators/teachers ensure their familiarity with what employers consider to be best – and least effective – practice.
• A curriculum, Customer Care Development System (CCDS) supports trainers and faculty seeking workshops and other learning experiences that address and develop the specific soft skills assessed by the CSR program.
• Tools are provided to support supervisors, mentors and others working to build individuals’ soft skills post-employment and during internships, apprenticeships or subsidized work experience.
• An additional Report, the Interview Guide, supports employers who interview the individual; it can also be used to identify specific inconsistencies in the individual’s skill levels.

CSR Content and Delivery Information

The CSR assessment tape contains 67 minutes of video during which the viewer responds to 20 work-related questions. This program is recorded in English, Spanish, Dutch, German and French. Open captioning English is also available. CSR can be delivered via DVD or VHS formats.