Service First

Service First

Measures Service Orientation

Ensuring superior customer service

Service orientation
ServiceFirst is a short, psychometric test for measuring customer service orientation or potential, and specifically abilities critical for ensuring superior customer service. ServiceFirst was developed to facilitate the selection of entry-level employees for service-oriented positions, and was originally based on extensive job analyses of behaviors related to service performance.

Format
ServiceFirst is only available online, often via Applicant Tracking Systems integrations to ensure candidates’ service potential early on in the recruitment process. The first part of ServiceFirst presents a series of both work-related and personal statements, and the candidate’s task is to rate how well each statement describes him/her. The second part of ServiceFirst presents a series of descriptions of service-relevant situations, and the candidate’s task is to rate the likelihood that he/she would do what is described in each situation. This section is also comprised of both personal and work-related statements.

Scales
Besides an overall score indicating the candidate’s service potential, ServiceFirst also gives information on the likelihood of behaviors related to different types of service performance. These behaviors are grouped into the following sub scales:

  • Active Customer Relations: Seeking and acting on service/sales opportunities with customers
  • Polite Customer Relations: Demonstrating courtesy, manners, and rapport in personal interactions with customers
  • Helpful Customer Relations: Responding to customer needs by taking extraordinary action to assist them
  • Personalized Customer Relations: Showing recognition of unique customer qualities, for example, by getting to know customers by name

Powerful predictor of service performance
The test has shown to be a valid predictor of service performance in numerous industries, including retail, call center, finance, insurance, and transportation, to mention a few. It is an efficient and cost effective method of screening candidates for jobs that involve extensive customer contact.

 

Case studies:
Peet´s Coffee