In today’s business environment, it can be difficult to identify people with the right behavioral characteristics for your customer service jobs. Customer Service Talent Assessments can be used to measure how well a person fits a specific customer service role in your organization. Based on O*NET information, the core activities of customer service workers include: Discussing goods or services information with customers. Responding to customer problems or complaints. Maintaining financial or account records. Referring customers to other appropriate departments or persons. Calculating costs of goods or services. Promotes a favorable company image and ensures every customer experience is a positive one. Acquiring a new customer can cost five times more than retaining an existing customer. Increasing customer retention by 5% can increase profits from 25-95%. The talent assessment strategy you use to hire customer service talent is critical to your long-term success. Without the right service reps in place, your company will struggle to retain customers.