Customer Service Profile

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The Customer Service Profile™ (CSP) measures how well a person fits specific customer service jobs in an organization. It is used primarily for selecting, onboarding, and managing customer service employees.

The CSP also looks at what your current and future employees believe is a high level of customer service, while at the same time showing where they align or misalign with the company’s perspective. We have a general industry version of this assessment, as well as vertical specialties in hospitality, healthcare, financial services, and retail.

Why assess customer service people?

Given the opportunity to land a new job or promotion, people may offer lip-service instead of the truth. Additionally, much of their success depends on the specific type of job and the organization in which they would work. Success seldom transfers automatically. The cost of a bad hire that is customer-facing is very high, considering the hiring and ramp-up costs, poor productivity, lost revenue, and potential damage to the organization’s reputation.

The CSP offers an objective, inside look at the behaviors and motives of customer service job candidates to help you make better hiring, promotion, and organizational decisions. Giving this information to managers helps them be more effective and get the very most from their people.

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“Start with good people who are right for the job; train and motivate them; give them opportunity to advance; and your organization will succeed.” – J.W. Marriott

DEFINES Client customer service practices and the alignment of an employee or candidate to those practices
MEASURES
  1. Employee or candidate’s customer service perspective
  2. Individual’s behavioral characteristics:
    • Trust
    • Empathy
    • Focus
    • Tact
    • Conformity
    • Flexibility
  3. Individual’s proficiencies:
    • Vocabulary
    • Numeric
TIME TO TAKE 45 minutes
CUSTOMIZABLE
  • Develop unique company service perspective
  • Develops performance models by department
INDUSTRY VERSIONS
  • General
  • Hospitality
  • Health Care
  • Financial Services
  • Retail
REPORTS
  • Selection Report
  • Individual Report
  • Candidate Report
  • Customer Service Alignment
  • Coaching Report
  • Company Service Perspective
VALIDATION STUDIES Yes
ADMINISTRATION Internet or paper/pencil
SCORING Internet
REPORT GENERATION Internet