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Rating Criteria



EASy - Structured Employment Interview (SEI)


RATING CRITERIA

Structured Employment Interview (SEI) systems include standard rating criteria for each question. The rating criteria include a numeric rating scale (from 1 to 5) and behavioral descriptors to help interviewers accurately evaluate interview responses.

Sample rating criteria are provided below.


  Rating Criteria for Question 1A - Developing Customer Rapport
Exceeds Expectations 5
  • Clearly understood why the customer was upset
  • Remained calm and polite, letting the customer fully explain his or her situation
  • Calmly acknowledged the customer's situation and clearly explained the actions being taken to address the customer's concerns
  • Encouraged the customer to ask questions to ensure the customer understood what was being done to resolve their concerns
  • Asked if the customer was satisfied with the actions take
  • Turned a negative situation into a positive one, strengthening the customer relationship
  4  
Fully Meets Expectations 3
  • Understood why the customer was upset
  • Remained calm throughout the encounter
  • Explained to the customer the actions that would be taken to resolve the issue
  • Did not let the incident negatively affect the rest of their day and their approach to other customers.

  2  
Below Expectations 1
  • Did not understand why the customer was upset
  • Expressed frustration toward the customer or blamed the customer for the situation
  • Did not explain the actions being taken to resolve the issue
  • Cut the customer off or offered no resolution to the situation
  • Remained angry and let their anger affect interactions with other customers



  Rating Criteria for Question 1B - Developing Customer Rapport
Exceeds Expectations 5
  • Understood the customer's perspective and the sensitivity of the situation
  • Based interactions on the customer's unique needs and concerns
  • Took steps to ensure the confidentiality of the discussion
  • Picked up on customer cues and effectively eased any tension or discomfort
  • Built customer loyalty by demonstrating sincere empathy and suggesting realistic and helpful alternatives
  4  
Fully Meets Expectations 3
  • Understood the customer's perspective
  • Tried to ensure the confidentiality of the discussion
  • Responded professionally to the customer's spoken concerns and kept the interaction positive
  • Maintained customer relationship by showing concern and suggesting possible alternatives

  2  
Below Expectations 1
  • Explained the information bluntly, without acknowledging the person's unique needs or concerns
  • Did not ensure the confidentiality of the discussion
  • Offended the customer by demonstrating a lack of empathy and concern
  • Damaged customer relationship by focusing solely on the policy rather than on the customer; offered few if any alternatives