AM-Customer Service is a situational judgment test (SJT) which assesses the candidate on a set of competencies that are required for the role of a Customer Service Executive. The SJT has been designed to evaluate customer service personnel across sectors. SJT based testing is a globally accepted methodology to measure competencies ranging from problem solving and customer centricity to behavior traits. You can read more about the methodology behind SJTs and why they give better results in predicting job success as compared to traditional aptitude and personality assessments, at Going Beyond Aptitude and Personality Tests for Hiring Decisions.

The test consists of questions in the form of hypothetical work situations followed by 4-5 choices. The candidate needs to mark the best and the worst option in the work situation. Each question is mapped to a certain customer service competency required in different work areas. Basis the answer choices given by the candidate, the test measures a candidate on following competencies required for a Customer Service role:

• Customer Centricity
• Customer Expectation Management
• Problem Solving
• Self Management

Each competency is also marked to different work areas of a customer service executive - Task Management, Query/Complaint Resolution and Up-selling/Cross-selling. AM-Customer Service assesses the candidate's ability in handling each area successfully and a proficiency score is provided for each area.

Some unique features of the AM - Customer Service SJT's feedback report include-

• The feedback report provides score on all four Customer Service competencies mentioned above
• It also provides how these competencies shall influence in different work areas of the individual and how he/she shall be expected to perform in them. There are three different areas - Task Management, Query/Complaint Resolution and Up-selling/Cross-selling
• Provides insights on the two types of customer support roles - Tele-support and Direct-support. Assesses candidate's ability to handle each role successfully and provides proficiency score for each role
• Provides objective interview probes that can be discussed during the interview

The assessment feedback can help in selection of a potential high performing customer service executives and thus can act as an interview aid during the selection process to select the right candidate.