I am a customer focus consultant in Canada but do a fair bit of work also in the US. I always point out to my clients that the creation of a customer focused culture begins with ensuring that ALL new hires have a strong customer service aptitude. I suggest that they don't even consider interviewing a person who has not first passed a hurdle in the form of a pre-interview test that demonstrates a set level of CS aptitude.
I have two questions:
1)Do you know of any good web based tests for this purpose?
2) In the US is this considered risky practice from a legal perspective?