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The use of assessments has resulted in extraordinary increases in productivity while reducing employee relations problems, employee turnover, stress, tension, conflict and overall human resources expenses.
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Customer Service Profile |
Customer Service Profile™ measures six behavioural characteristics and two proficiencies that are key to delivering excellent customer service.
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Trust |
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Tact |
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Empathy |
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Conformity |
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Focus |
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Flexibility |
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Proficiencies in Vocabulary and Mathematics |
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It also measures the Percentage of Agreement with your company’s Customer Service Policies and Attitudes. |
This is the information needed to coach and train your people to deliver world-class customer service.
Five versions of the Customer Service Profile™ are available – four that are specific to the areas of healthcare, finance, retail and hospitality, and one general edition that is suitable for any industry.
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Keeping your customers satisfied is essential to building a successful, growing business. While many companies work hard to increase sales, they may overlook the importance of doing the little things that keep customers happy and buying more. It is often easier to accelerate your business by cultivating the customers you already have rather than having to constantly attract new customers.
If it is true that happy customers buy more, then your business will benefit tremendously from incorporating Profiles’ Customer Service Profile. As an investment in your human capital, the CSP can have a significantly positive impact on your bottom line.
Company Service Perspective Comparison Report
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
company.
Company Service Alignment Report
This report compares your company's perspective with that of other
companies. It also displays the percentage of a selected group from your
company who do not agree with the perspective held by your company.
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 company’s customer service position and effectively communicates the company’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 their customer service skills
or lack thereof. It is a tool to help them become better employees and
deliver the kind of customer service that contributes to the success of
your business.
Customer Service Profile deserves to be an important part of your company’s people development initiative. It will enhance your company’s reputation, productivity, profitability, and future.