Sample Performance Test

Module Test:

  1. Participant listens to authentic scenarios with typical difficult customers. The recording will stop periodically and the participants will record their responses.
  2. Participants will read authentic emails from typical difficult customers. Participants will write their responses.

Response Sheet:

The participants will record their responses on an audio recorder. They will also type email responses on a computer.

Assessment Checklist:

(The standard job aid used in the library will be used to evaluate the participant’s responses):

  •   Did you assure the customer you are going to help?
  •   Did you restate the customer’s problem?
  •   Did you respond with empathy?
  •   Did you remain composed?
  •   Did you ask questions to get at the crux of the problem?
  •   Did you apologize?
  •   Did you explain what happened?
  •   Did you tell the customer what you are going to do to solve the problem?
  •   Did you focus on what you can do?
  •   Did you offer a best solution?
  •   Did you avoid assigning blame?
  •   Did you offer an alternative solution?
  •   Did you thank the customer for allowing you to make things right?
  •   Did you tell the customer what you will do to avoid future problems?
  •   Did you offer some sort of compensation or restitution?
  •   Did you review company policies and procedures? 
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