Customer Service Profile

Customer Service Profile™

Marginal customer service can cost your organization, dearly. Worldwide, up to two-thirds of all customers leave due to poor customer service. Every customer service encounter has the potential to gain repeat business or drive it away. Concise and easy to administer, the Customer Service Profile identifies candidates and employees with superior customer service skills and helps you coach existing employees to greater success. Results are presented in a Placement Report, Individual Report, Coaching Report, and a report that compares your company’s perspective on providing customer service with the perspective typically found for those in your industry. Recognizing that distinct industries have specific customer service values, the Customer Service Profile is also available as a custom product for healthcare, hospitality, financial, retail industries, plus a general version for all other industries.

The CSP measures:

The Customer Service Profile measures six key behavioral traits important for customer service (trust, tact, conformity, flexibility, empathy, and focus) and proficiencies in vocabulary and math. It also reports an individual’s perspective on serving the customer and how it aligns with your company’s perspective.

The CSP included available reports:

The reports include an Individual Report, a Placement Report, a Coaching Report, and the Company Perspective Comparison Report, which compares your organization’s perspective on providing customer service with the perspective typically, found for those in your 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 company…and interview questions where they do not match the top performer pattern.

The “industry specific” variations:

Customer Service Profile - Financial Services™

CSP-FS helps you select employees with critical customer service skills that enhance the reputation of your financial services firm and help establish and maintain the kind of customer-oriented culture your financial services industry demands.

Customer Service Profile - Health Care™

CSP-HC helps you select employees for your practice, clinic or hospital with the critical patient service skills that enhance the reputation of your organization and help establish and maintain the kind of patient-oriented culture required in healthcare.

Customer Service Profile - Hospitality Services™

CSP-HS helps you select employees with critical customer service skills that enhance the reputation of your hospitality establishment and help create and maintain the kind of customer-oriented culture your hospitality services industry demands.

Customer Service Profile - Retail™

CSP-R helps you select employees with critical customer service skills that enhance the reputation of your retail business and help establish and maintain the kind of customer-oriented culture your retail industry demands.