Case Study: Mini Assessment Centres

Issues:

Mendas believes mini assessment centres can be applied to all job types, but they lend themselves particularly well to customer service-orientated roles.

We recently worked with a major train operator who needed to recruit tip-top customer-facing staff – people who they could rely on to deal with potentially angry commuters asking where their trains might be, those who needed timetabling advice or directions, and be a point of help.

Our Approach:

Our mini-assessment centre threw all sorts of scenarios at candidates – fed-up customers, people confused about different ticket types; everyone from friendly people to truculent and disillusioned customers who wanted to vent their displeasure at the nearest person. These weren’t easy things to deal with - they tested people’s resolve, ability to think on their feet, their ability to stay calm and composed, and ability to perform under pressure. Be stand-offish, and our actors acted accordingly. This was no walk in the park.

Outcome:

Those for whom service comes naturally sailed through. Our client was ecstatic with the results, saying they've recruited some of the best staff ever.

 
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