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Hiring Tools: The Customer Service Profile

Customer Service Profile™ measures the competencies and behavioral traits that foster great customer service. It helps you identify candidates with superior customer service skills as well as train and coach existing employees to greater success.

Available in customized versions for Hospitality, Retail, Financial Services and HealthCare, 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 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.

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.

Results from the Customer Service Profile Assessments are presented in three reports:

The Customer Service Profile™ Placement Report

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 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 Customer Service Profile™ Coaching Report

The Customer Service Profile™ 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 Customer Service Profile™ Individual Report

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 business.

The Company Perspective Comparison Report

The Company Perspective Comparison Report compares your company’s perspective on providing customer service with the perspective typically found for those in your industry.

Profiles Customer Service Profile™ helps you select employees with critical customer service skills that enhance the reputation of your organization and help establish and maintain the kind of customer-oriented culture your industry demands.

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