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Customer Service Profile™ - Health Care

Customer Service Perspective Logo

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.

Today, consumers have better access to healthcare and are bettered informed than ever before. Most patients assume when they visit their healthcare provider that they will receive quality clinical healthcare. What differentiates one practice from another is service quality...not clinical quality. Patients base their perceptions of quality on basic customer service principles; did the staff treat them courteously; did they feel as though their concerns were addressed? It is imperative that your practice has in place the right individuals to offer the level of service patients require.

Profiles Customer Service Profile - Healthcare™ measures the competencies and behavioral traits that foster great patient service. It helps you identify candidates with superior patient service skills as well as train and coach existing employees to greater service success.

The Customer Service Profile looks at six key behavioral traits important for patient service (conformity, flexibility, empathy, focus, trust and tact) as well as basic Proficiencies in Vocabulary and Mathematics. It also reports an individual’s perspective on serving patients and how it aligns with your organization’s perspective.

The reports include a Placement Report, Individual Report, Coaching Report and the Company Perspective Comparison Report which compares your organization’s perspective on providing patient service with the perspective typically found for those in healthcare. The Placement Report also includes the Overall Job Match Percent for each applicant when they are matched with the Customer Service Job Match Pattern (or benchmark) for your organization.

With this information you can select, coach and train your people to increase patient satisfaction, reduce complaints, build loyalty and make significant gains in profitability.

Sample Reports

Customer Service – Health Care Placement Report

Customer Service – Health Care Coaching Report
 

Questions? Contact us at edm@growthservices.org or call 573-635-7723.

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