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Customer and Service Orientation

A family of 10 competencies. Kokoro can combine several of them into an assessment tailored to the role, to build a comparable signal before interviewing.

• Customer service

  Measures the ability to interact effectively with customers, solve problems and maintain professionalism, focusing on empathy, communication and handling difficult situations.

• 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 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.

• 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.

• Selling skills

  Measures the capacity to persuade, communicate, negotiate and close sales through realistic scenarios and the evaluation of customer interactions.

• 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 orientation

  Measures the ability to understand customer needs, communicate with empathy and solve problems, through simulations of real interaction situations.

• 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.

• After-sales service

  Measures the capacity to maintain positive relationships and resolve customer concerns after purchase, emphasizing empathy, communication and offering timely solutions.

• Customer problem solving

  Measures the ability to identify, analyze and offer effective solutions to the problems customers face through realistic scenarios.