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The Customer Service ProfileTM is an
effective Customer Service Hiring and Training
Assessment
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 than working 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 Customer Service
Profile can have a significantly positive impact on your
bottom line.
Five versions of this assessment 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.
The Customer Service Profile identifies six
behavioral characteristics and two proficiencies that
are essential to extraordinary customer service. This is
the information needed to coach and train your people to
deliver world-class customer service. The 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
percentage of agreement with your company’s customer
service policies and attitudes.
The Customer Service Profile produces four
reports:
The Placement 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.
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 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 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.
The Company Perspective Comparison Report
The Company Service Perspective indicates differences
between an individual’s responses and the company’s
perspective in relation to customer service.
The 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. |
