PsychTests.com, specializing in making online psychological assessments, has published the results of its latest research conducted on the type of traits that can be an asset for people who are keen on being employed as a customer service executive.
According to the PsychTests research, people who score well in customer service exhibit some personality traits that keep them above the rest and helps them survive and excel in the industry.
Handling a very challenging job, customer service representatives most often have a tough time in dealing with customers and their complaints. Companies have to hire people with the right personality to face angry rants, name-calling and so on. However, customer service is all important in earning a company a good name or spoiling its reputation, it also helps it retain existing customers and encourage new ones.
In a release Dr. Ilona Jerabek, president of PsychTests explained, “Poor customer service is what prevents customers from coming back. If you manage to enrage your customers they will make it their mission to badmouth your company with friends and family. They will invest the time and effort to warn others about your company on social networks - and this will get around.”
“Great customer service is about the underlying attitudes and focus on getting the customers to want to come back because if their problem was handled properly. With every product or service, there are some problems, bugs or malfunctions. How they are handled is more important to customers than the fact that it occurred. People working in customer service need to be properly trained and they also need to have the right psychological make-up and the right instincts,” Dr. Jerabek noted.
The PsychTests study assessed more than 1,400 test-takers. The results of its Customer Service Profile test throws light on distinct differences between the personality of experienced customer service reps and others who took the test.
Based on the results it can be surmised that those who have worked in customer service exhibit better communication skills; are more skilled at resolving conflict; have more patience; maintain better control over their emotions and can cope better with stress. They also seem to possess a more positive attitude and are more self-motivated with greater conscientiousness and able to withstand harsh words patiently.
Experienced customer service reps are more organized and know how to handle awkward social situations. They can maintain perspective and avoid disturbing situations intuitively, according to PsychTests’ statistics.Companies, whose customer service is poorly rated, have to not only increase the speed of handling complaints but also the personality of the personnel in customer service. Skills can be developed but personality is important in making a person more suitable for a particular job, opines Dr. Jerabek.
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