Case Study: Mini Assessment Centres
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 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.
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.