Call us on: 01663 766300

STARS Service Staff Selection Tool

Service Talent Assessment and Recruitment System

Most people will have heard the phrase ‘Hire for attitude and train for skill’. It’s a concept which is particularly important when recruiting people for service positions. But another phrase we often hear regarding this is ‘That’s easier said than done!’ So how do you do it?

The Academy of Service Excellence has been working with various service organisations for many years to help them find ways to crack this problem. We’ve discovered that there are plenty of Psychometric Testing Tools available that can be used to identify a candidate’s general Character Traits. But we have found nothing that is focussed specifically on the selection of people for service roles that, with a little training, can be used by anyone in the organisation to pick the right ones. We have therefore created our own specialist system that can be used by anyone in any organisation.

With the help of Professor Adrian Furnham of University College London (one of Europe’s most knowledgeable academics on the subject), we have designed a recruitment system that is intended specifically to make it possible to attract and select people that have a natural talent for service.

The key elements of this system are as follows.

General objectives

  • To help organisations recruit people with a natural talent for service.
  • To develop a specific questionnaire that with training anyone can use during a face to face interview.
  • To provide advice and assistance regarding how best to advertise for, select and then induct new ‘STAR’ recruits into the organisation
  • To provide advice and assistance regarding how best to screen existing staff and then deal with any misfits.

Programme Key Elements

  • Briefing Meeting (staff selection criteria)
    This initial meeting is to agree the general parameters of the programme and advise on the selection of the right staff (STAR and contrasting) for the initial Service Talent Character Trait Testing
  • Service Talent Character Trait Identification
    This is the stage where the selected existing staff complete the STARS questionnaire to identify the specific differences between the most effective service orientated employees (STARS) and the least effective (contrast). This will ascertain the particular and specific characteristics that are important in the Organisation’s working context.
  • Character Trait Selection (Scoring & interpretation of results)
    At this stage the results of the previous stage are scored and analysed to identify the Character Traits that differentiate the STARS from the contrasting employees.
  • Customising the STARS Questionnaire and Scoring System
    Now questions can be selected and scripted that will differentiate applicants on the basis of the desirable and non-desirable Character Traits identified in the STAR and contrast employees.
  • Questions Testing (testing with small group of 10-20 people)
    The questions, the questionnaire and the scoring system and process now need to be tested on STAR and contrasting employees to prove the system is working as required. Any modifications necessary to either the questions or the scoring system will be done at this stage.
  • Questionnaire(s) Use & Analysis Training
    This is a 1-day training course that introduces the system to the people who will use it and ensures they know how to use it properly.
  • Follow-up meeting
    This final meeting, usually 1 to 2 months after the introduction of the system, is to clear up any issues or queries and ensure that the system is working exactly as required and to the complete satisfaction of the customer.


We offer the following guarantees for the system and the STAR recruits it identifies.

  • The STAR delegates selected will be great service providers with a natural talent for service
  • They will enjoy learning and be eager to build their knowledge and skills
  • Given the opportunity they will be keen to find ways to make their job better

Costs and Terms

Following the development of the system there is an ongoing charge for its continued use in interviews. This is based on a price per questionnaire as follows –

Up to 100 £5.75 each
101 to 500 £5.25 each
501 to 1000 £4.50 each
Over 1000 £3.75 each

Post Selection Training Services

We also offer a range of training courses to help with the ongoing use of the system. These are –

  • Questionnaire(s) Use & Analysis Training (1 Day)
    This course is the same as the one in the initial programme for any new people that need to be trained in the use of the questionnaire and the scoring system.
  • Recruitment Advertising Design (1 Day)
    This course is to help HR people write adverts that will attract the type of people that will be high scorers in the STARS selection. This will reduce the numbers of people that need to be interviewed in order to find the right ones.
  • New Recruit  Induction Training
    This course is to help people learn how best to induct new people selected via the STARS method into the business and how to deal with any weaknesses identified in the analysis of individuals results.
  • Existing Staff Misfit Training
    This course is to help people learn how best to deal with any existing staff that the STARS analysis has identified as having serious deficiencies for service work.