This is an industry-validated and video-delivered soft skills assessment program. CSR measures the competencies required by employers of 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. Over 400,000 people have been effectively assessed by CSR.

Customer Service skill sets measured include:

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

This assessment technology helps employers, trainers and educators determine if people have the skills needed to effectively address the following kinds of situations:

• Interacting with team members in a non-defensive manner
• Persisting with ideas and recommendations despite the resistance of others
• Assisting co-workers and encouraging them to commit to high work standards
• Responding to problems in a constructive manner
• Prioritizing conflicting work demands
• Accurately recalling factual information

Competencies Measured

CSR measures competencies that employers have identified and validated. These include:

• Explaining policies and procedures to customers
• Interacting with irate or angry customers in a polite and helpful manner
• Dealing with customers regarding service and product complaints
• Interacting with customers who make unreasonable demands or have unjustified complaints
• Contacting customers to discuss and resolve problems
• Deciding when to vary from routine operating policies or guidelines and when to adhere to them
• Deciding when to make decisions independently or when to defer to a superior
• Independently making decision to change one's own work schedule in order to deal with unexpected requests from customers
• Deciding when to route customer calls or requests to other departments based on the particular nature of the call or request
• Interacting with peers to obtain or provide historical information concerning a customer problem
• Soliciting new or additional business from customers
• Soliciting pertinent information from customers to clarify their inquiry or complaint
• Determining the immediacy of, and then scheduling, work requests received from customers
• Explaining features and benefits of goods and services to customers or prospective customers
• Explaining cause of product or service problems to customers

Note: "Customer" does not refer only to individuals external to the organization. Also included are internal employees, persons in other units or areas for whom such activities are performed.

CSR Content Information

The CSR assessment tape contains 67 minutes of video during which the viewer responds to 20 work-related questions. This tape is recorded in English, Spanish, Dutch, German and French; English open captioning is available.

For additional information about CSR click here:

• For an example of a CSR Applicant Feedback Report
• For an example of a CSR Incumbent Feedback Report
• For an example of a CSR Group Report
• For an example of a CSR Interview Guide

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