What is the #1 thing people want when they contact your organization?
Courtesy and respect.
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What is the #1 complaint that people have about contacting government agencies?
Rude and disrespectful treatment.
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Is that "Just the way it is?"
Not any more.
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Example Video 1
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If your agency has made the commitment to GREAT customer service, start by hiring the best candidates with ERGOMETRICS' Diplomat Series Video Testing System. Call (425-774-5700) or e-mail and we'll send your organization a free, no obligation video tape and package explaining the Diplomat advantage.
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Finding the Best Customer Service Representatives, Before You Hire
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Example Video 2
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Hundreds of public sector customer service specialists have told us what they believe makes an outstanding customer service representative: good judgment and good human relation skills.
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ERGOMETRICS' Diplomat Series Is Two Separate Tests
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Diplomat: Public Sector Customer Service Video Test
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Example Video 3
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Diplomat is a video-based, multiple choice test consisting of 47 scenarios that realistically place applicants "on the job." Job candidates must analyze each situation and make quick judgments about how they would respond. Answers are marked on a machine scoreable answer sheet. Diplomat: Public Sector Customer Service Test measures a person's abilities in:
 Customer Relations
- Observation and Analysis
- Situational Judgment
- Responding Calmly to Frustrating Situations
- Teamwork
- Working with People from Diverse Backgrounds
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Diplomat Series Phone Skills Test
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Example Video 1
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Phone contacts can quickly define an organization's public image. Callers expect courteous, knowledgeable and professional interactions. Now, organizations can get a applicant preview before making a job offer with ERGOMETRICS' Diplomat Series Phone Skills Test. Multi-tasking phone environments require employees to integrate high level human interaction with technical and analytical tasks. They must:
- Listen and focus on what is important.
- Interact professionally with concern for what callers hear and experience.
- Analyze computer files and paperwork.
- Apply rules and policies.
- Note problems and discrepancies.
- Promote customer satisfaction.
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| What Kind of Situations are Covered?
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The Phone Skills Test requires test takers to demonstrate good judgment dealing with a variety of human situations including:
- Situations calling for tact and diplomacy.
- Situations that may be frustrating.
- Callers who have difficulty saying what they want or need.
- Callers who are upset or angry.
- Callers with accents.
- Callers with requests that cannot be granted.
- Callers who are confused.
- Distractions.
- Situations requiring teamwork.
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| How Does the Phone Skills Test Work?
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The Phone Skills Test simulates multi-tasking demands. Test takers hear and see video taped telephone conversations. Working on specially made machine scoreable answer sheets, they assess customer information for accuracy, analyze records and indicate how they would respond to the situations presented.
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| Tremendous Cost Savings
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The Diplomat Series identifies and saves the expense of further testing candidates who are likely to have difficulty dealing with customers, co-workers and supervisors. Hiring the right candidate can save thousands of dollars in liability and turnover costs. By using these tests early in the screening process, less time will be spent on costly interviews and background checks of candidates unsuited to the work.
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The Tests of the Diplomat Series are surprisingly affordable! |
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Priced in relation to the size of your organization, there are many affordable options for using the Diplomat: Public Sector Customer Service and the Phone Skills Tests. Call (425-774-5700) or write to ERGOMETRICS and we'll send your organization a free, no obligation package explaining the Diplomat advantage. Diplomat and Phone Skills are successfully used by small and large departments for a wide variety of jobs where human relations skills are important. There is an organization near you that uses the Diplomat tests, call or write for a client list.
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| Click Here for Frequently Asked Questions about the Diplomat Series
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