Simulations for Service Roles

Abstract

In the late 1980’s, managerial assessment centers were all the rage. But soon after, both our clients and industry colleagues issued a challenge. How can we use this same assessment approach for high-volume service positions such as retail sales associates, customer service personnel, and even bank tellers? They wanted to enjoy a similar level of validity and accuracy as the assessment center approach but at a fraction of the cost. There was a tremendous need for a cost-effective hiring solution for high-volume nonmanagerial positions. Most of these entry-level positions required some level of interpersonal effectiveness. The solution was simulations that focus on the key interpersonal skills required for success. This chapter will discuss the market need and evolution of this approach for the hiring of nonmanagerial service roles. This chapter will also describe best-in-class approaches for developing, validating, implementing, and establishing the value of simulations for service roles. We will share lessons learned and common pitfalls to avoid, based on over 20 years of experience as pioneers in service simulation development.