ARE POOR CUSTOMER EXPERIENCES HURTING YOUR BOTTOM LINE?
Delivering a negative customer service experience can potentially destroy your organization’s reputation. So, how do you meet your customers’ needs, win their loyalty, and differentiate your organization from the competition?
The Customer Service Profile™ assessment provides information that customer-facing organizations can use to attract and develop people with the traits and skills to excel in customer service roles. The assessment helps companies maximize their brand recognition, minimize the cost of bad hires, and deliver outstanding brand experiences that positively impact the bottom line.
What is the Customer Service Profile Assessment?
This assessment measures how well a person’s customer service-oriented traits fit specific customer service roles within your organization. It also helps you define what outstanding customer service means for your organization to ensure alignment and consistency in how customer service is delivered. The assessment can be used for general customer service positions or tailored for specialized industries, such as hospitality, healthcare, financial services, and retail.
The Customer Service Profile Helps Your Organization:
- Get an objective look at the skills your customer service organization needs
- Hire the right candidates for customer service roles
- Improve client satisfaction by delivering the service your clients expect
- Minimize the cost of bad hires
How Does the Customer Service Profile Work?
- Our experts help you define your gold standard of customer service for your organization
- Industry Versions - General, Hospitality, Financial, Healthcare and Retail
- The candidate takes the online assessment and the system instantly scores and sends the results to the hiring manager
- The hiring manager then uses the results to screen the candidate or assist in the process of interviewing, selecting, and onboarding
Customer Service Profile Measures:
CSP defines effective and professional customer service practices and how a candidate or employee aligns with those practices and compares to your organization's gold standard.
CSP MEASURES: the applicant's or employee's "perspective/or thinking" towards serving others. It is also compared to your organization's "perspective" of what customer service is, or your standard of delivering customer excellence.
measures Individuals' behavioral traits
- Trust
- Empathy
- Focus
- Tact
- Conformity
- Flexibility
measures Individual's Proficiencies in
- Vocabulary
- Numeric
Customer Service Profile Reports
- Individual Feedback
- Multiple Candidate Matching Report
- Selection Report
- Coaching Report
- Customer Service % Alignment Match to your organization's perspective