Customer Service Profile
Just as a chain is only as strong as its weakest link, a business’s reputation is only as respected as its individual employees. A thoughtless remark on the phone or inattention to a customer’s needs by one employee can quickly destroy a valuable patron’s faith in the organization. Everyone must be concerned with customer service.
The Customer Service Profile 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 growth by cultivating the customers you already have rather than working to constantly attract new customers.
As an investment in your human capital, the Customer Service Profile can have a significant positive impact on your bottom line. Five versions of this assessment are available – four that are industry specific:
- Healthcare
- Hospitality
- Finance
- Retail
- General - that is suitable to any industry.
The Customer Service Profile identifies six behavioral characteristics and two proficiencies that are essential to extraordinary customer service. These characteristics are:
- Trust
- Tact
- Empathy
- Conformity
- Focus
- Flexibility
The proficiencies are:
It also measures the percentage of agreement between the attitudes of the job candidate and your company’s customer service policies and attitudes.
The Customer Service Profile produces three reports:
The Placement Report
A Job Match Percentage 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
This 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
Designed to help employees increase their awareness of their customer service skills or lack thereof, this report is a tool that will help them become better employees and deliver the kind of customer service that contributes to the success of your business.
The Customer Service Profile can help you bring your customer service efforts in line with your company growth plans and become an integral part of your employee development strategies.
Try out our Starter Packs
We realize that paying for a product without knowing if it will produce the desired results is a difficult decision. So we have added a special Starter Pack program for first time users of our assessments with a 20% discount to maximize your value and minimize your risk. We know that after your first opportunity to use our assessments and receive the resulting information, you will ask yourself “why haven’t I done this before now"?
Want a more productive, better performing workforce that will positively impact your bottom line? Try our assessment products through our Starter Pack program. Don’t wait, do it today and you will be glad you did.
If you have any additional questions please call 319-390-4646 or contact us and we will be glad to help you.