Diplomat Series Public Sector Customer Service
Customer service, in-person and by phone, defines an agency's public image. Public sector customers expect courteous, knowledgeable and professional interactions. Ergometrics' Diplomat Series is based on the skills and attitude needed to effectively perform a wide range of public contact work requiring professional customer relations. The Diplomat Series consists of three validated tests:
Benefits include:
Diplomat Human Relations Video Test
Diplomat Human Relations Video Test simulates working in a public sector customer service job. It is an excellent test for any job where employees interact with the public, including counter work, client assistance and field work. Diplomat Human Relations Video Test covers:
Multi-tasking phone environments, including call centers, demand exemplary customer service skills while performing technical and analytic tasks, such as accessing computer files and making entries. Diplomat Phone Skills Video Test is specifically designed for these types of jobs and covers:
Diplomat Series dimensional scores provide you with an analysis of candidate response patterns. Dimensional areas reported are:
Ergometrics' Tests are fair, with lower adverse impact.
Content and criterion validation show a high correlation between scoring well on Ergometrics' tests and on the job success.
Customer service, in-person and by phone, defines an agency's public image. Public sector customers expect courteous, knowledgeable and professional interactions. Ergometrics' Diplomat Series is based on the skills and attitude needed to effectively perform a wide range of public contact work requiring professional customer relations. The Diplomat Series consists of three validated tests:
- Diplomat Human Relations Video Test
- Diplomat Phone Skills Video Test
- Diplomat Reading Test
Benefits include:
- Testing for Key Public Relations Attitudes and Behaviors
- Identifying Top Candidates in the First Phase of Testing
- Lower Adverse Impact
- Easy Administration
- Quick Scoring Turnaround
- Dimensional Score Reports
- Reduced Cost and Hiring Time
Diplomat Human Relations Video Test
Diplomat Human Relations Video Test simulates working in a public sector customer service job. It is an excellent test for any job where employees interact with the public, including counter work, client assistance and field work. Diplomat Human Relations Video Test covers:
- Customer Communication Style
- Handling Customer Problems
- Co-Worker Relations
- Teamwork
- Work Habits
- Integrity
- Initiative
- Management Relations
Multi-tasking phone environments, including call centers, demand exemplary customer service skills while performing technical and analytic tasks, such as accessing computer files and making entries. Diplomat Phone Skills Video Test is specifically designed for these types of jobs and covers:
- Tact and Diplomacy
- Dealing with Frustrating Situations
- Dealing with Callers Who are Confused
- Dealing with Distractions
- Teamwork
- Listening and Focusing on What is Important
- Professional Interactions
- Analyzing Computer Files and Paperwork
- Following Rules and Policies
- Noticing Problems and Discrepancies
- Promoting Customer Satisfaction
- Public Sector Customer Service Standard Reading Level
Diplomat Series dimensional scores provide you with an analysis of candidate response patterns. Dimensional areas reported are:
- Stern Unpleasant Approach
- Passivity/Conflict Avoidance
- Concern for Customers
- Difficult to Supervise
- Support for Policy
- Teamwork
- Phone Courtesy
- Analytical Phone Work
- Reading
Ergometrics' Tests are fair, with lower adverse impact.
Content and criterion validation show a high correlation between scoring well on Ergometrics' tests and on the job success.
PROMOTE! General Supervisory Exam
PROMOTE! General Supervisory Exam is an extensively validated, modern test of supervisory potential with video and written components.
It was specifically designed for filling supervisory jobs and is applicable across a wide range of occupations and organizations, including supervision of:
The video component of PROMOTE! General Supervisor Exam uses simulations in an office setting to assess candidate ability to recognize performance issues and make appropriate judgments and inferences regarding an employee's job performance. This highly predictive component reaches across job classifications and adds substantially to information obtained in written format testing.
Written Component
The written component of PROMOTE! General Supervisor Exam contains carefully constructed written test questions covering the most important dimensions of supervisory potential and performance. In addition to total scores, dimensional scores are provided in the following areas:
Ergometrics can create custom exams from assigned sources, including internal documents such as department SOP's.
PROMOTE! General Supervisory Exam is an extensively validated, modern test of supervisory potential with video and written components.
It was specifically designed for filling supervisory jobs and is applicable across a wide range of occupations and organizations, including supervision of:
- Public Contact Functions
- Clerical and Support Functions
- Customer Service
- Technical Operations
- Professional and Semi-Professional Services
- Maintenance Services
The video component of PROMOTE! General Supervisor Exam uses simulations in an office setting to assess candidate ability to recognize performance issues and make appropriate judgments and inferences regarding an employee's job performance. This highly predictive component reaches across job classifications and adds substantially to information obtained in written format testing.
Written Component
The written component of PROMOTE! General Supervisor Exam contains carefully constructed written test questions covering the most important dimensions of supervisory potential and performance. In addition to total scores, dimensional scores are provided in the following areas:
- Managing Change
- Communications Skills
- Disciplining and Managing Difficult Employees
- Interpersonal Relations With Staff and Customers
- Changing Role to Supervisor
- Managing Conflict
- Managing Performance
- Prioritization/Effective Use of Resources
- Reliability/Integrity
- Team Development/Delegation
- Training/Career Development
- Working with Management
Ergometrics can create custom exams from assigned sources, including internal documents such as department SOP's.
Office Skills Test Battery
Ergometrics Office Skills Test Battery is designed to provide the flexibility needed to fill the full range of clerical and administrative support positions. It is based on extensive research and closely simulates critical tasks performed by support personnel in modern offices. The Office Skills Test Battery is contained in one machine scored test booklet. It is validated and consists of two primary components:
Important work preferences, skills and experience are reported by candidates on the machine scanned test booklet and concisely summarized for your review. Dimensions covered include:
Catalog Chapter PDF 2.5 megs
Ergometrics Office Skills Test Battery is designed to provide the flexibility needed to fill the full range of clerical and administrative support positions. It is based on extensive research and closely simulates critical tasks performed by support personnel in modern offices. The Office Skills Test Battery is contained in one machine scored test booklet. It is validated and consists of two primary components:
- Applicant Job Match Questionnaire
- Office Skills Tests
- Office Skills Structural Interview
Important work preferences, skills and experience are reported by candidates on the machine scanned test booklet and concisely summarized for your review. Dimensions covered include:
- Applicant Job Match Questionnaire
- Preferred Job Conditions
- Preferred Job Responsibilities
- Experience Using Office Technology
- Estimated Keyboard Speed
- Preferred Keyboard Demands
- Software Familiarity
- Identifying Top Candidates in the First Phase of Testing
- Lower Adverse Impact
- Easy Administration
- Quick Scoring Turnaround
- Dimensional Score Reports
- Reduced Cost and Hiring Time
- Applicant Job Match Questionnaire
- Proofreading
- Spelling
- Written Expression
- Checking
- Filing
- Coding
- Basic Math
- Business Math
Catalog Chapter PDF 2.5 megs