The Customer Service Profile was designed for employers whose business depends on providing quality customer service. It identifies job applicants who have the attitudes and aptitude to succeed in service positions. It can also be used to measure the attitudes and aptitudes of your existing customer service people and to identify training needs.
The Customer Service Profile will help employers:
improve customer relations
encourage customer retention
reduce employee turnover and associated costs
increase employee productivity
reduce employee theft
The Customer Service Profile measures:
Customer Service Attitude - Measures tendencies to be courteous, cooperative, friendly and attentive toward customers. Also measures the awareness of how employee behaviors affect customer buying decisions.
Customer Service Aptitude - Measures understanding of basic common sense in dealing with customers in a variety of situations.
Sales Aptitude - Measures basic sales techniques and acceptance of responsibility for sales performance.
Customer Service Index - A composite score based on Customer Service Attitude and Aptitude scales and the Sales Aptitude scale, measuring the person’s overall customer service capabilities.
Validity/Candidness - Indicates the extent to which a candidate responds to the assessment in a socially desirable manner.
Validity/Accuracy - Indicates the degree to which the applicant understood and carefully completed the inventory.
The Assessment Report
One comprehensive score - the Customer Service Index - combines the results of the individual scales to reflect a person’s overall customer service ability. In addition, separate scores for each of the CSP scales identify an individual’s strengths and weaknesses in each specific area.
