Excellent customer service skills now have the highest priority when assessing job candidates, according to global organisations using specialist HR consultancy Assessment and Development Consultants’ online Competency Based Interviewing (CBI) tool, CBI-Smart.

In September 2008, the most popular question focused on managing conflicting demands. Six months before that, the most popular topic was tolerance of stress. Today, the question most likely to be asked is, “Tell me about a time when you have taken action to ensure that you are providing the best possible service to customers.” Rory Fidgeon, principal consultant of Assessment & Development Consultants, explains, “The questions chosen by interviewers suggest that supporting customer needs is the most vital issue organisations face today. In these leaner times, strategy is changing globally; companies are concentrating on looking after current customers to retain revenue.”

Further information from www.adc.uk.com

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