Case Study: Zara's Customer Service Team

Background: Zara, a global fashion retailer, emphasizes excellent customer service as a competitive advantage. The company sought to optimize its customer service team by leveraging the individual abilities of its employees.

Assessment of Abilities: Zara implemented psychometric tests and simulations to identify employees' intellectual and physical abilities.

Employees with strong verbal comprehension were assigned to handle complex customer queries.

Staff with high perceptual speed were placed in inventory and billing roles to ensure accuracy and efficiency.