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.
This survey helps select and train Customer Service Reps who build loyalty, client satisfaction, reorders and referrals!
This survey will improve the following:
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.
It analyzes 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 comparing it 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 and retail industries.
Reports Produced
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 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 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.
Company Perspective Comparison Report which compares your company’s perspective on providing customer service with the perspective typically found for those in your industry.
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.
Care to see a sample report?