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Customer Service Profile™ - Retail

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.

In the age of the Internet and ease of shopping, customers are not easy to keep. They have choices. Customer relationship activities have the highest impact on customer retention. Poor customer service results in loss of current business, increased complaints, negative word-of-mouth and loss of future sales. High defection rates are the clearest sign that customers feel they are receiving less value from a business than when they first became a customer. In your retail business, fostering outstanding customer service is every employee’s responsibility. The impression your employees create can make or break, not only the current sale, but future sales as well.

Profiles Customer Service Profile - Retail™ measures the competencies and behavioral traits that foster great retail customer service. 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 business’ 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 retail 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 sales and make significant gains in profitability.

Sample Reports

Customer Service Profile – Retail Placement Report

Customer Service Profile – Retail Coaching Report
 

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

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