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Advanced Customer Service Self Assessment Tool

Reuters

We’ve been developing Human Resource assessment solutions for international news agency Reuters for over 5 years.

 

Reuters ACS

Our work with Reuters includes the Advanced Customer Service (ACS) Self Assessment Tool. This tool lets customer support staff rate themselves against defined capabilities prior, during and after they complete the Advanced Customer Service training program.

By giving staff a way of viewing their progress, our ACS Self Assessment Tool:

  • Boosts staff motivation.
  • Encourages staff to take responsibility for their own Advanced Customer Service related learning.
  • Promotes self-improvement by encouraging employees to reflect on their own capabilities, performance, and desire for future improvement.
  • Gives staff an easy way of identifying any areas they need to work on. Managers can also use this tool to gain insight into areas of strength or weakness within their teams.
  • Drive further awareness building and improvement, by creating a culture of open feedback (“coaching conversations”).
  • Measure feedback over time.
  • Encourage staff to put their new skills and knowledge into practice, by supporting the transfer of training into day to day working.

The ACS Self Assessment Tool also provides an underpinning reporting mechanism that senior managers can use to evaluate and report on trends across groups of staff.

“Our relationship with Can Studios was based on a competitive solution with the ability to tailor aspects to our specific requirements. We sought a rapid development tool which enabled effective assessment with minimal resource effort. Can Studios delivered on every count.”

— Kelly Thomas – 
Global Certification Manager, Reuters