When recruiting for customer service roles it is important that 2
key areas are assessed, Thinking Style and Behavioural. This will
then provide a complete picture of the person you are looking to recruit.
Within each of these areas we need to drill down to the individual
traits to gain a complete picture.
There are 2 areas that are assessed in thinking style to provide an
overall learning index for the candidate. Those areas are:-
• Vocabulary – A measure of verbal skill through
• Numerical Ability – A measure of numerical calculation
There are 8 areas that are assessed in behaviour. Those areas are:-
• Trust – Tendency to hold an unquestioning belief
that the motives of others are honourable.
• Tact - Tendency to state a position without offending
• Empathy - Tendency to understand another's situation
• Conscientiousness - Tendency to be very accurate
in work efforts; to keep promises.
• Conformity - Tendency to comply with the rules
and those in authority.
• Focus - Tendency to pursue an objective regardless
• Courtesy - Tendency to deal with others in a pleasant
• Flexibility - Tendency to explore new approaches
to doing things; open to change.
All companies have different ways of dealing with customers that
works for them. Deciding what is right for you and then aligning your
staff and new recruits is the first step to winning and keeping customers.