 Competency Exam
"This agent provides
great service on the telephone. . . but what
about writing e-mail?"
"Does
this job applicant have the writing skills to
do the job?" The
E-Mail Writing Skills Competency Exam is
the tool you need to assess whether your agents
and job applicants have the essential e-mail
writing skills to communicate with customers.
What Does the E-Mail Writing Skills
Competency Exam Include?- An
Exam that tests essential writing
skills. It includes eight short answer sections
and two scenario-based writing exercises.
- An Administrator's Guide
- Instructions for administering the exam
- Exam answers and detailed explanations
- Scoring sheets for tallying and
presenting exam results
- A
Competency
Certificate to award to agents who pass
the exam
- A Completion
Certificate to award to agents who
complete the Clear, Correct,
Concise E-Mail workbook
How Should You Use the
Competency Exam?Use as a
stand-alone exam or in conjunction with the
Clear, Correct, Concise E-Mail
workbook. - Evaluate current customer
service agents' writing skills
- Assess
job applicants' writing skills before hiring
them
- Identify your customer service
staff's need for writing training
- Certify customer service agents'
e-mail writing competency
- Test
customer service agents' writing competency
after they complete the Clear, Correct,
Concise E-Mail workbook
What E-Mail Writing Skills
Does the Competency Exam Evaluate?The
Exam tests the ability to
- Write clear, strong sentences
- Write with a polite, positive, and
personal tone
- Select the correct word
and spell it right
- Punctuate correctly
- Write for global customers
See the complete list of Exam
Sections. Can You Customize the
Competency Exam For Your
Organization?
Yes!
Use the Exam "off the shelf" or
customize it. The exam includes a writing
exercise that requires the exam-taker to
respond to a customer's e-mail. You can
customize the exam by adding your own scenario
to the e-mail writing exercise. The Scoring
Checklist will help you score your customized
writing exercise.
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