Job Match Surveys

Virtual Customer Simulation™		 

Dear Participant,

This questionnaire is being used to determine the behaviors and skills essential in effectively performing a customer service position in your organization. The information you provide will be used for research purposes only and will remain confidential. Information on this form will be reported to Employment Technologies Corporation, a human resources firm. This form will not be retained in any personnel file and should not be confused with any official personnel documents. Your responses will be used to evaluate the suitability of the Virtual Customer Simulation within your organization.

Please complete the 25 items on this form by selecting the response that best describes how essential each job behavior is to overall performance in the customer service position. Filling out this form will take approximately 5 to 10 minutes. Once you have completed the form, please press the Submit button at the bottom of this page.

Thank you for your cooperation.


Participant Information

Name

Company

City

State / Province

Country

Telephone



Group Code
This may have been provided to you for combining results across your organization, otherwise please leave blank.
Group Code


Demographic Information (optional)


Gender

Age

Race/Ethnicity

If you selected Other, please specify:



The Job

Please select the option that best describes your job:

If you selected Other, please specify



Survey
Please read each statement below and select the option that best describes how essential it is to overall job performance in a Customer Service position.

Job Behavior

Value to the Job

Acknowledges presence of customer within specified time period (e.g., 10 seconds, 3 phone rings).

Greets customers at the beginning of conversations.

Uses customer’s name during conversations with customers.

Establishes rapport with customers.

Recognizes special needs of customers (e.g., handicapped, foreign language) and offers additional assistance as required.

Renders service to customers in response to their requests.

Renders service to customers without delay.

Explains the benefits of products or services to customers.

Explains to customers any special processes that are involved in rendering service.

Identifies and suggests additional services or products that may benefit customers.

Alerts customers to possible future problems or concerns, and suggests solutions (e.g., need for routine maintenance).

Responds to customers who have problems which may be out of normal areas of responsibility (e.g., handles directly, makes appropriate referral).

Recognizes customers’ anger and attempts to defuse it.

Allows customers to explain their problems/issues without interrupting.

Ensures that customers’ complaints are properly understood.

Identifies acceptable solutions to customers’ situations/issues.

Maintains awareness of company policies and procedures when resolving customers’ complaints and cites then when necessary.

Arranges for customer to talk with a coworker when necessary (e.g., transfers telephone call, introduces coworker to customers).

Provides coworker with information about customer and customers’ needs when referring customers to the coworker.

Follows up to determine whether product or service has been delivered to customers as necessary.

Assists coworkers as needed/requested.

Maintains knowledge of activities, duties, policies, and procedures of other departments/personnel within company so proper referrals can be made when necessary. 

Demonstrates flexibility in scheduling if asked will adjust breaks, vacation etc.

Personalizes service provided to customers using various techniques (e.g., using customer’s name, reviewing customer’s account history).

Maintains awareness of products and services provided by competitors or related service providers.