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SKASUK Customer Service and Orientation Scales

H.-G. Sonnenberg
Neuro
Traffic
Sport
HR

Application

Assesses suitability and inclination for customer-focused activities.
Customer and service orientation describes a person’s tendency to make contact in a work-related context with people such as customers and clients and to handle these contacts successfully. This ability is subdivided here into competence factors and motivation factors; each of these areas is represented by four scales: Extraversion, Empathy, Self-monitoring and Frustration tolerance measure the competences, while Striving for social acceptance, Achievement motivation, Motivation to help and Dominance assess the motivations. This makes the test suitable for use in job & career placement and personnel selection and development.

Administration

Respondents indicate the extent to which particular statements apply to them, using a four-point answer scale. Each answer can be corrected once.

Test forms

One test form.

Scoring

The following main variables are scored:

  • Extraversion: Subjective measure of talkativeness, sociability and dynamic, adventurous behavior.
  • Striving for social recognition: Measure of the subjective importance of positive reinforcement in the form of praise and recognition from others.
  • Dominance: The subjective extent of active influencing of discussions and negotiations.
  • Empathy: The subjective extent to which the needs, goals and wishes of others are perceived.
  • Motivation to help: The subjective extent to which the needs of others are responded to.
  • Self-monitoring: Subjective measure of the ability to assess one’s own behavior and adapt sensitively to the behavior of others in social situations.
  • Performance motivation: The subjective level of performance standards – i.e. the desire to achieve success and avoid failure.
  • Frustration tolerance: Subjective measure of appropriate and rapid handling of setbacks.

Scoring elements

Table
Profile
Working time
Confidence interval
Profile analysis
Test protocol
Item analysis protocol
Progress chart
Special diagrammatic representation of results
Personalized Word report

Test type

Special Personality Tests

Test information

adaptive
modular
language-free item material
parallel test form
conforms to the Rasch-model
additional device required
high level of test security
wide norm spectrum
test form available for online presentation - open mode
links to CogniPlus
supervisor-supported testing

Languages

Arabic
Chinese (simplified)
Croatian
Czech
Dutch
English
French
German
Hungarian
Italian
Portuguese
Romanian
Russian
Slovak

Duration

approx. 20 minutes if all subtests are presented

Age

Norms for ages 15+.