PH Staff Assessments

Purpose

This page explains how we assess new staff after they complete training. It covers knowledge checks, practical tests in ServiceM8, mock calls, shadowing, and field sign-offs. Our goal is confidence, consistency, and great customer service.

  1. Assessment Flow (Start-to-Finish)
  2. Standards & Pass Marks
  3. Knowledge Checks by Module
  4. Practical Tasks in ServiceM8
  5. Mock Calls & Role-Plays
  6. Shadowing & Field Assessments
  7. Quality Rubrics (Scoring Guides)
  8. Retakes, Coaching & Improvement Plans
  9. Certification & Progression
  10. Recordkeeping & Sign-off Templates
  11. Assessment Schedule (First 4 Weeks)
  12. Appendix: Question Bank & Scenarios

Assessment Flow (Start-to-Finish)

We test what matters: product knowledge, system skills, and customer communication.

Stage What Happens Outcome
1) Knowledge Check Online/printed quiz for each training section. Identify gaps before practice.
2) ServiceM8 Practical Create jobs, quotes, bookings, reminders, dispatch actions. Prove you can do the work in the system.
3) Mock Calls Structured role-plays with a Team Leader (inbound, booking, objections, complaints). Score call skills using our rubric.
4) Shadowing Listen to real calls or ride-along; take partial ownership. Feedback loop; step up responsibility.
5) Supervised Live Handle live work with supervisor on standby. Final sign-off when standards met.

Standards & Pass Marks

Area Pass Mark Notes
Knowledge Checks 85% per module Open book allowed; learning first. Retake until 85%.
ServiceM8 Practical 100% of critical steps; ≤2 minor errors No critical errors (e.g., wrong client, wrong date, no reminders).
Mock Calls (Rubric avg) ≥4.0/5 overall and no 1/5 in any category Two scored calls per scenario; best score retained.
Field/Shadow Sign-off Supervisor approval Demonstrates safety, accuracy, customer care.

Knowledge Checks by Module

Use short quizzes (10–15 questions) after each training page. Mark immediately and coach on gaps.

Module Topics to Test Question Types
Remote Staff Training Tools, login/security, daily routines. MCQ, short answer.
Training Schedule & Office Setup Hardware, software, accounts, etiquette. Checklist validation, fill-in-the-blank.
Inbound Calls Greeting, scope, pricing logic, next steps. Scenario MCQ, script ordering.
Booking Jobs Job categories, durations, reminders, assignment. Process order, “what would you choose?” items.
Scheduling Jobs Dispatch Board, time slots, overlaps, tech skills. Calendar tasks, true/false pitfalls.
Handling Complaints Triage, empathy, escalation, documentation. Role-play prompts, MCQ.
Retreatments / Callbacks Timeframes (e.g., 4–6 weeks), evidence/photos, warranty limits. Policy MCQ, case studies.
Getting Great Reviews Timing, scripts, follow-up, links. Sequence ordering, short answer.
Service Pricing & FAQ’s Typical ranges, when to quote first, prep/safety. Estimation scenarios, MCQ.
Pest Prevention Tips Kitchen, moisture, exterior, pets, rodents, spiders. Checklist, match-the-tip.
Templates & Scripts When to use which template; tone. Identify best response, rewrite task.

Practical Tasks in ServiceM8

Assessor sets a test client and watches while the trainee completes tasks.

Task Pass Criteria Critical Errors (Fail)
Create new client without duplication Searched first; all contact fields correct. Duplicate client created.
Create job & set category Correct title, category (e.g., Residential, Commercial, Termite Inspection), tags. Wrong category or missing job details.
Schedule via Dispatch Board Correct date/time/duration; avoids conflicts. Wrong day or overlaps without approval.
Assign technician Matches license/route/workload; notes added. Assigns unqualified tech.
Build & send a quote Items, scope, terms added; sent correctly; status tracked. Wrong pricing or wrong client/email.
Confirmation & reminders Immediate confirm + 48h + 24h + ETA SMS set. No reminders set or wrong timing.
Convert accepted quote to job Status updated; job scheduled; notes preserved. Forgets to convert or loses info.

Mock Calls & Role-Plays

Run short, focused calls with scoring. Rotate scenarios to cover different skills.

Scenario Prompt (Assessor plays Caller) What We’re Looking For
Inbound – General Pests “I’ve got ants and spiders in a 3-bed home. Price and earliest time?” Warm greeting, quick scope, clear options, book or quote, confirm data, set expectations.
German Cockroach Heavy “Kitchen infestation. Tried sprays. Need help fast.” Explain intensive service + follow-up; set right duration; prep instructions.
Termite Inspection “Heard clicking; not sure if termites. What do I book?” Choose inspection vs treatment; licensed tech; access notes; quote workflow.
Complaint/Callback “I still see cockroaches after 10 days.” Empathy, educate on product timeline, ask for photos, set review time (4–6 weeks rule), book revisit if due.
Review Request Post-job follow-up asking for feedback. Polite timing, simple ask, send link, document outcome.

Shadowing & Field Assessments

Observe first, then do with support. Supervisor signs off when safe and consistent.

Phase Activities Sign-off
Listen & Note Listen to 5 recorded calls; summarise outcomes. TL checks notes; highlights learning.
Assist Draft quotes, prep reminders, set jobs (TL reviews before send). 90% accuracy required.
Lead with Supervision Handle 5 live calls end-to-end with TL on standby. Rubric ≥4.0/5 average; zero critical errors.

Quality Rubrics (Scoring Guides)

Score each call or task from 1 (poor) to 5 (excellent). Average must meet the pass mark.

Criterion 1 3 5
Tone & Warmth Cold/abrupt Professional Friendly, calm, reassuring
Discovery Misses key info Basic scope Thorough scope incl. risks, pets, access
Clarity of Options Confusing One option only Clear choices (book/quote), simple words
System Accuracy Frequent errors Minor corrections Accurate first time
Expectation Setting None Partial Confirms price, prep, reminders, next steps
Ownership Passes problem Helps when asked Proactive, follows through

Retakes, Coaching & Improvement Plans

  • Knowledge: Retake after coaching until 85%.
  • Practical: Re-do the failed task same day where possible.
  • Mock Calls: Two extra attempts per scenario after feedback.
  • Improvement Plan: 1–2 week plan with specific goals (e.g., “set reminders without prompt on 5 jobs”).

Certification & Progression

When all pass marks are met, issue an internal certificate and update their role permissions. Add to the staff profile and announce in team chat.

Recordkeeping & Sign-off Templates

Copy these into your page or print for signatures.

Assessment Status Assessor Date Notes
Knowledge – Inbound Calls [ ] Pass [ ] Retake __________ ___/___/____ ________________________
Knowledge – Booking/Scheduling [ ] Pass [ ] Retake __________ ___/___/____ ________________________
Practical – ServiceM8 [ ] Pass [ ] Retake __________ ___/___/____ ________________________
Mock Calls (avg ≥4.0/5) [ ] Pass [ ] Retake __________ ___/___/____ ________________________
Field/Shadow Sign-off [ ] Pass [ ] Retake __________ ___/___/____ ________________________

Candidate: ____________________   Signature: ____________________   Date: ___/___/____

Assessment Schedule (First 4 Weeks)

Week Focus Assessments
Week 1 Inbound Calls, Booking Jobs, Office Setup Knowledge quizzes; 2 mock calls; ServiceM8 basics
Week 2 Scheduling Jobs, Service Pricing, Templates Practical scheduling test; pricing quiz; 2 mock calls
Week 3 Complaints, Retreatments/Callbacks, Reviews Complaint scenario role-plays; policy quiz; review request script
Week 4 Shadowing → Supervised Live 5 supervised live calls; final rubric; sign-off

Appendix: Question Bank & Scenarios

Sample Knowledge Questions (mix MCQ + short answer)

Module Question Expected Answer (Guide)
Booking Jobs Which category do you select for a pre-treatment termite check? Termite Inspection (licensed inspector required).
Booking Jobs List our standard reminder timings. Immediate confirm; 48h SMS; 24h email; day-of ETA SMS.
Retreatments/Callbacks When do we return for cockroaches if activity continues? Assess timeline; product may take time; standard review at 4–6 weeks.
Handling Complaints What evidence do we request before a callback? Photos/video, activity notes, areas seen, date/time.
Reviews When do we ask for a review? After job completion with summary email and direct link.
Scheduling Name two factors when assigning a tech. License/skill and route/location; also workload/risk.

Sample Role-Play Scripts (Assessor = Caller)

  • Inbound: “Hi, I need a quote for commercial pest control at our café. We’ve seen cockroaches near the dishwasher.”
  • Residential: “3-bed house in Carindale, ants in kitchen, kids and a dog at home. Can you come this week?”
  • Complaint: “It’s been 10 days and I still see spiders outside at night.”
  • Termites: “Found mud tubes near the back door. What should I book?”