This situational judgment test (SJT) aims to assess customer servicing executives across sectors on competencies like Customer Centricity, Problem Solving etc. Situation Judgment Tests are simulation based tests that evaluate candidate's response to work related situations. Every question in this test comes in the form of a small caselet or hypothetical work situation followed by 4-5 plausible choices. The candidate is required to select the best and the worst response for that 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. 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 influence different work areas of the individual - Task Management, Query/Complaint Resolution and Up-selling/Cross-selling
• It evaluates candidate's job suitability for two different client servicing profiles - tele-support and direct-support
• The report also suggests objective interview probes that can be used to probe the candidate more on his weak areas during the interview