We are looking for a tool that we can give call center advisors that test their propensity for delivering high customer service.

Are any of you familiar with a tool that can do this?

Thanks!

JH

Hi Janelle -- not to be cheeky, but the best "tool" I know of for good customer service is a role model. It's human interaction and the ability to communicate effectively. Listening, empathizing...etc... these are things one must hone/learn by observing and trying and working with others who do it well. I don't know of any tool that does this better than actual human beings who have extremely good communication skills and are confident in their abilities to service customers well.

Yes a good role model and often a good product or service helps. What problem do we really have ?????

Nero

P.S. If you know how they ought to be behaving, then right there is your "test" of their skills/talent. Set clear expectations for how they ought to behave, provide models for them to follow, and then through observation, see how they measure up.