The CSSI test helps identify individuals with skills, behaviors, and traits indicative of success in service-oriented positions. This test items helps assess whether applicants have a desire to help customers, understand and satisfy customers' needs, take responsibility for assisting customers, cooperate with co-workers, put forth extra job effort, and keep a reasonable balance between customer requests and company interests.

Percentile norms for general customer service representatives and specific industries are provided.

The CSSI test was designed with a concurrent-validity approach. Behaviorally anchored rating scales concerning service-related dimensions were used to obtain service performance for criterion measures. Item development was based on the results of job analysis conducted on 25 service-oriented jobs as listed below.

• Bank representative
• Collections specialist
• Cruiseline reservation agent
• Customer service manager
• General sales manager
• Receptionist
• Insurance sales representative
• Loan officer
• Passenger service representative
• Reference librarian
• Phone retention representative
• Registered nurse
• Retail sales associate
• Travel agent
• Group merchandise manager

Dimensions of Measurement:

• Pressure Tolerance - Does not lose control in the face of adversity and pressure.
• Realistic Orientation - Makes realistic appraisals of what is doable and what is not.
• Time Appraisal - Accomplishes tasks within time constraints and deadlines.
• Independent Judgment - Is not afraid of making decisions.
• Responsiveness - Pays immediate attention to customer problems and concerns.
• Sensitivity - Shows flexibility to accommodate others.
• Balanced Judgment - Does not make extreme or radical decisions.
• Precision Orientation - Is concerned with precision and details.