Customer Service Tests

Diplomat Series:
Video Testing System for
Public Sector Customer Service

Finding the Best Customer Service Representatives, Before You Hire

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. Two attributes the Diplomat Series customer service tests identify in an applicant.

Two Customer Service Tests in the Diplomat Series

Diplomat: Video Public Sector Customer Service Test

Diplomat is a video-based, multiple choice customer service 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 Series Phone Skills Test

Phone contacts can quickly define an organization's public image. Callers expect courteous, knowledgeable and professional interactions. Now, organizations can get a 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.

Customer Service Test by ERGOMETRICS'

How does the Diplomat Series support public-sector customer service?

The modern trend to improve customer service focuses on the interaction of public employees with the citizens they serve. The increasing diversity of our communities calls for employees who are skilled in dealing appropriately with all kinds of people. In asking hundreds of public-sector customer service specialists what the difference is between an average and an outstanding customer service representative, the answer is consistently that the outstanding customer service representative has good judgment and good human relations skills.

Click here for the Diplomat Customer Service Test

Who should take this test?

The most efficient and effective way to use the Diplomat Series is to test everyone who applies. This test is designed to be the initial screening tool to identify those applicants who have outstanding skills in the area of human relations. Screening out applicants prior to testing with the Diplomat Series limits the possibility of finding people with good judgment and outstanding human relations skills. Validation studies conducted by ERGOMETRICS show that prior experience and education are not reliable predictors of human interaction skills because they say nothing of how the person performed in those areas. Various administrative methods of reducing the applicant pool, such as evaluating applications, yield very poor results and waste the effort of recruiting.

Why is work simulation used for these tests?

Actually simulating critical job demands is a more powerful employment testing technique than either traditional paper and pencil customer service tests or oral interviews. Simulation not only gives candidates a realistic job preview, but it ensures that the actual skills required for the job are directly measured by the test. A written test cannot possibly tell you very much about a person's people handling skills.

Video is a practical job simulation medium for assessing human relations skills. Written and oral tests are dependent on the ability to completely describe situations with language. Not only is it impossible and impractical to describe the minute details of a situation, the question is dependent on each applicant's interpretation of what the scene is supposed represent. Video scenarios present exactly the same information to everyone, allow for careful staging of the events and the surrounding environment, and require applicants to observe and analyze the situation themselves. It is a realistic way to see how a person reacts to actual job situations before being hired and put on the job.