Customer Service Profile: Evaluate personal characteristics to select, on-board and manage customer service employees

Don't settle for mediocrity. Because customer service representatives often are the only contact your customers have with your company, it is crucial to your reputation to find and develop outstanding representatives. The Customer Service Profile assessment determines how well a person fits specific customer service positions. Throughtargeted tests geared toward hospitality, healthcare, financial services, retail and general customer service, this assessment measures an individual’s customer service perspective, behavioral characteristics and proficiencies.

Types of reports generated:

• Selection Report: helps managers understand the individual’s behavioral characteristics, proficiencies and service perspective
• Individual Report: provides employees with information about their personal behavioral characteristics
• Coaching Report:used by managers as a development tool; helps explain the individual’s behavioral characteristics and addresses considerations for employee development
• Customer Service Perspective Alignment Report: useful for the organization’s leaders; compares your company’s service perspective with other industry companies; also shows the percentage of people who do not agree with your organization’s service

Measurement Details

In addition to information included in the reports, this assessment looks at what your current and future employees believe is a high level of customer service and shows how their perceptions align with the company perspective. You’ll receive measures for behavioral characteristics, such as trust, tact, empathy, conformity, focus and flexibility. Proficiencies in vocabulary and numeric calculations also are measured.

Use this assessment to assist you in confidently hiring, promoting and making organizational decisions related to customer service.