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Customer Service Profile™- Hospitality Services

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.

As an employer in the hospitality industry, you should consider some facts from the Bureau of Labor Statistics:

Employment in the restaurant industry is expected to reach a record 12 million workers this year.

It is expected that the highest growth rate in any occupation in the hospitality industry will be food service and lodging managers.

Hourly job occupations for the food service industry will see growth that will exceed growth in all other industries.

The pool of available labor for vacant hospitality jobs is lower than ever before.

In a growing market, with a shrinking labor pool, how can you select workers with outstanding hospitality service characteristics and coach existing employees to provide remarkable service?

Profiles Customer Service Profile - Hospitality™ measures the competencies and behavioral traits that foster great customer service – a hallmark of successful hospitality businesses. It helps you identify candidates with superior customer service skills as well as train and coach existing employees to greater success.

The Customer Service Profile looks at six key behavioral traits important for customer 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 the customer and how it aligns with your company’s perspective.

The reports include a Placement Report, Individual Report, Coaching Report, and the Company Perspective Comparison Report which compares your company’s perspective on providing customer service with the perspective typically found for those in the hospitality industry. 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 business.

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

Sample Reports

Customer Service – Hospitality Services Placement Report

Customer Service – Hospitality Services Coaching Report
 

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

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