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Customer Service Profile™
Results from the Customer Service Profile
Assessments are presented in three reports:
- The CSP
Placement Report has a Job Match Percentage that tells
you how well job candidates measure up to your customer
service standards and the degree of alignment between their
customer service perspective and the specific expectations
of your firm.
The placement report also has "Considerations for
Interviewing."
Whenever a job candidate’s score
misses your customized Job Match Pattern, his or her report
suggests interview questions to stimulate conversation
regarding the issue in question. This usually results in
a better understanding of the firm’s customer service
position and effectively communicates the firm’s
expectations and policies.
- The CSP
Coaching Report identifies the areas where individualized
training and coaching will effectively instill the customer
service attitudes you want in all of your employees.
- The CSP
Individual Report helps employees increase their awareness
of the behavioral traits important to customer service
and where they scored on each trait. It is a tool that
helps employees improve and deliver the kind of customer
service that contributes to the success of your firm.
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Poor customer service costs your company dearly.
Worldwide, up to two-thirds of all customers leave due to poor customer
service. Every customer service encounter has the potential to gain
repeat business or drive it away.
Concise and easy to administer,
the Customer Service Profile identifies candidates and employees
with superior customer service skills and helps you coach existing
employees to greater success. Results are presented in a Placement
Report, Individual Report, Coaching Report, and a report that compares
your company’s perspective on providing customer service with
the perspective typically found for those in your industry.
Recognizing
that distinct industries have specific customer service values,
the Customer Service Profile is also available as a custom product
for
healthcare, hospitality, financial and retail industries.
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