Using Assessments to Hire Customer Service Reps

Using Assessments to Hire Customer Service Reps
Instructor: David Brownlee
Released: 11/11/2021	Course Details 35m Advanced
Skills Covered Customer Service Representatives Hiring Practices		Course Link
Professional Certifications and Continuing Education Units (CEUs) N/A
If you’re a hiring manager, there’s probably no worse feeling than realizing you’ve hired the wrong person, especially in a customer service role. Not only have you spent valuable time and money, but you’ve also hired someone who may do a poor job representing your company to the people you want to impress the most, your customers. How do you make sure a candidate with a great resume and great interview is actually a good fit? In this course, customer service expert and certified assessment trainer David Brownlee shows how you can use personality assessments to bolster your confidence that you’re hiring the right people for your customer service roles. David covers two types of personality assessments—DISC and motivation—and shows how they can give you insight into a person’s true behavior and motivations, and how you can use these to find and retain the best customer service performers. Source: LinkedIN Learning

Various Personality Assessments

Learn the four DISC personality types

DISC

Dominance
Inducement
Submission
Compliance

Dominance

Extroverted
Outgoing and outspoken
Task oriented

Inducement

Extroverted
Gregarious and influential
People oriented

Submission

Introverted
Soft spoken and even keeled
People oriented
Favors consistency and conflict avoidance

Compliance

Introverted
Task oriented
Detail oriented
Likes rules and procedures

Adaptive Behavior
How we behave when we feel we’re being watched, or how we think we should behave.

The D personality type in DISC

Personality Types/Assessment Rating
Dominance / (High)
Inducement / (Medium)
Submission / (Low)
Compliance / (Low)

High D Personalities

Take big risks
Are self-starters
Want to win
Are competitive and responsible
May miss the details
Are potentially abrasive
Can have a big ego

The I personality type in DISC

Personality Types / Assessment Rating
Dominance / (Medium)
Inducement / (High)
Submission / (Low)
Compliance / (Low)

High I Personalities

Sociable, influential, and outgoing
Extroverted and big picture focused
Can fixate on the vision and lose sight of details

The S personality type in DISC

Personality Types / Assessment Rating
Dominance / (Low)
Inducement / (Medium)
Submission / (High)
Compliance / (Low)

High S Personalities

Prefer control and predictability
Place high value on security
Have a tendency toward loyalty
Are supportive and charitable
Prefer consistency (don’t like change)
Are risk averse
Don’t share emotions openly

The C personality type in DISC

Personality Types / Assessment Rating
Dominance / (Low)
Inducement / (Medium)
Submission / (Low)
Compliance / (High)

High C Personalities

Crave quality control
Love order and neatness
Obsessed with accuracy
Dislike change
Try to predict the future
Prefer to work with numbers
Avoid taking risks
Are task oriented and analytical

Personality Assessment Benchmarking

The best-suited personality types for customer services roles

Friendly and empathetic
Expert conversationalist
Supportive

The best personality types for customer service representatives are Inducement and Submission.

DISC personality types not suited for customer service roles

A DISC personality assessment can indicate which candidates are or aren’t suited for a particular role.

A high D can come off as abrasive or apathetic toward customers. A high C may also be too analytical and have limited patience for customers.

Motivation Assessments for Customer Service

The motivation assessment

Motivation (Values) Assessment
Takes seven motivators in humans and ranks them in individuals fro the most motivating factors to least motivating.

Motivations

Aesthetics – green initiatives
Return on investment (ROI)
Independence
Power
Giving
Rules
Learning

The best motivation types for customer service roles

Giving – naturally compel to serve and to support
Aesthetic – balance/harmony, avoid conflict
- Finding harmony with customers helps to calm them down in heated situations.

Motivation types not suited for customer service roles

Happy and successful representatives were motivated by giving and what we call aesthetics.

Least Suited for Customer Service Roles

Independence
Return on investment (ROI)

The motivation assessment helps you see which candidates are most likely to have the desire to serve customers. Improperly placed employees can become unhappy and can increase turnover.