Customer and Service Orientation

What it assesses

A set of 10 customer and service orientation competencies.

Competencies included (10)

• Understanding customer needs Measures the ability to identify and respond to customer expectations and demands. Through situational questions, it looks at empathy, active listening and problem solving in customer service contexts. The results reflect orientation and effectiveness in meeting customer needs.
• Customer service Measures the ability to interact effectively with customers, solve problems and maintain professionalism, focusing on empathy, communication and handling difficult situations.
• Customer relationship management (CRM) Measures the capacity to establish, maintain and optimize customer relationships, understanding their needs and using CRM tools, focusing on communication, handling inquiries and generating opportunities.
• Customer experience Measures the ability to understand, interact with and meet customer expectations, focusing on active listening, problem solving and delivering quality service in direct-interaction contexts.
• After-sales service Measures the capacity to maintain positive relationships and resolve customer concerns after purchase, emphasizing empathy, communication and offering timely solutions.
• Customer orientation Measures the ability to understand customer needs, communicate with empathy and solve problems, through simulations of real interaction situations.
• Selling skills Measures the capacity to persuade, communicate, negotiate and close sales through realistic scenarios and the evaluation of customer interactions.
• Customer problem solving Measures the ability to identify, analyze and offer effective solutions to the problems customers face through realistic scenarios.
• Handling complaints and claims Measures the capacity to manage, resolve and respond effectively to customer complaints and claims, prioritizing customer satisfaction and the company reputation.
• Customer retention Measures the ability to implement effective strategies to retain and build loyalty among customers, prioritizing the understanding of their needs, problem solving and effective communication.