Poor customer service costs your company 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.
The Customer Service Profile measures:
- The behavioral characteristics of trust, tact, empathy, conformity, focus and flexibility
- Vocabulary and numerical proficiencies
- Customer service perspectives from the organization, the employee/candidate and the industry average (where available)
Versions of the Customer Service Profile:
- General
- Hospitality
- Health care
- Financial services
- Retail
Standard reports from the Customer Service Profile:
- Individual
- Placement
- Company service perspective comparison
Time to take the Customer Service Profile: 45 minutes (average)
Validation studies were conducted in the following years: 2003 and 2006