Customer Service Profile Employee Assessment Test

Test candidates and employees to determine whether they have the right customer service skills for your company. Now with industry specific versions!

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 Perspective. As an investment in your human capital, the CSP can have a significantly positive impact on your bottom line.

Customer Service Profile identifies six behavioral characteristics and two proficiencies that are essential to extraordinary customer service. This is the information needed to select, coach and train your people to deliver world-class customer service.

A new feature of this assessment tool is the availability of it in four industry specific versions including Health Care, Hospitality, Financial Services, Retail Services and a general version. Each version asks industry specific customer service questions.

Customer Service Profile measures the behavioral characteristics of Trust, Tact, Empathy, Conformity, Focus, and Flexibility as well as Proficiencies in Vocabulary and Mathematics. It also measures the test takers agreement with your company’s Customer Service Policies and Attitudes.

Customer Service Perspective has four types of reports:

The CSP Placement Report -
This report is typically used when you are trying to identify how well a person will fit into a given position. When their scores lie outside the Job Match Pattern, interview questions are suggested. Whenever a job candidate’s score misses your customized Job Match Pattern, suggested interview questions 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 - Similar to the placement report but instead of interview questions it identifies the areas where individualized employee customer service training and coaching will effectively instill the customer service attitudes you want in all of your employees.

The CSP Individual Report - This report is generally shared with the employee. It 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.

The Company Perspective Comparison Report - Compares common industry specific perspectives for customer service with those of your company, so that you may more easily review and customize your answer key of the Customer Service Perspective section of the assessment..

Download sample report:
  • CSP Placement Hiring Report - Generates 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.

  • 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.

  • CSP Coaching Report - Identifies the areas where individualized customer service training and coaching will effectively instill the customer service attitudes you want in all of your employees.

  • CSP Company Perspective Report - Compares your companies perspective to your industry.

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Technical Specs

  • Solves these challenges: Inappropriate Messaging About Your Business, Customer Dissatisfaction, Legal Liability Issues, High Employee Turnover

  • Used For: Placement, Promotion Fit, Succession Planning, Coaching, and Self Improvement

  • Measures: Behavioral Characteristics, Proficiencies, Job Match, Customer Service Perspective.

  • Areas Measured: Trust, Tact, Empathy, Conformity, Focus, Flexibility, Vocabulary, Numerical, Job Match, Customer Service Perspective

  • Time to Take: 30 - 40 minutes

  • Administration: Online or Pencil / Paper

  • Report Types: 4 Different Reports

  • Results Turnaround: Immediately

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