Case Studies and Success Stories

SELECT Case Studies: Customer Service

Success Story: Retail Nursery Associates

Issue: A retail nursery client was implementing a service excellence program for all store assistants. Believing that providing excellent customer service would be a competitive advantage over wholesale and discount competitors, this organisation decided to make a strategic investment in selecting, training and retaining customer service-oriented store assistants.

Solution: After conducting a job analysis, we determined that a strong, customer service orientation, coupled with a strong sense of work ethic/integrity and sound retail maths skills distinguished the model employees. Therefore, we recommended that the selection process should include the use of SELECT for Customer Service with the Retail Maths Module and conducted a validation study to ensure that it predicted success in their store environment.

 
Results: Using a sample of recently recruited assistants, it was found that the SELECT survey identified those employees who provided high levels of customer service and displayed a solid work ethic. Those with low maths scores were referred for additional training.

SELECT for Customer Service helped this retail chain choose applicants that would respond best to customer service training and excel against their Service Excellence Requirements.
 

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Success Story: Security Monitoring and Customer Service Personnel

Issue: Realising the impact of customer service in a competitive marketplace and industry, this particular company was interested in increasing the quality of their monitoring personnel. These individuals were their front-line customer contact employees. They wanted to hire individuals who not only provided excellent customer service, but also displayed a strong work ethic and integrity.

Solution: We recommended developing an assessment process that included the use of SELECT for Customer Service and conducted a validation study to ensure that it predicted success in this company’s environment. Using a sample of current security monitoring personnel, it was found that this SELECT test identified those customer representatives who would and did provide good customer service, display a solid work ethic and work with integrity.

Results: SELECT for Customer Service is now being used by this organization to recruit candidates who will display the customer service behaviours desired and avoid those candidates who would not be a good fit for the customer service role.
 

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