Customer Service Profile – 3rd Revision

Assesses whether a person has the necessary skills and traits to be a customer service representative.


Purpose: CSP-R3 will assess whether a person has the necessary skills and traits to be a customer service representative.


  • Pre-employment
  • Professional development
  • Training Tool


  • Helpfulness
  • Approachability
  • Pleasantness
  • Patience
  • Communication Skills
  • Listening Skills
  • Conflict-Resolution Skills
  • Problem-solving Skills
  • Unflappability
  • Self-efficacy
  • Assertiveness
  • Awareness of Body Language
  • Empathy & Social Insight
  • Emotional Control
  • Stress Management
  • Self-motivation
  • Attention to Detail
  • Dependability
  • Accountability
  • Trainability

No. of questions: 194
Question type: Self-assessment, situational, multiple choice
Estimated completion time: 60 minutes
Shorter versions of assessment available: N/A
Recommended age level: 18+
Qualification Level: Class A
Compliance: APA standards; EEOC standards (gender, age, disability)
Validation Information:
Sample Size: 1187
Cronbach’s Alpha: 0.98


Benchmarks: Available (general population, Customer Service Representatives))
Interview Questions: Available
Group Comparisons: Available

Report Includes:

  • Summary
  • Introduction
  • Graphs
  • Detailed narrative interpretation
  • Strengths and Limitations
  • Advice
  • Impression Management

Factors and Scales:

Overall Score plus 4 factors divided into 20 scales:

  • Customer Service Orientation: Assesses whether a person possesses the right disposition to deal with the public.
  • Negotiation Skills: Assesses a person’s ability to effectively negotiate a resolution.
  • Emotional Intelligence: Assesses a person’s ability to deal with his/her own as well as other people’s emotions.
  • Conscientiousness: Assesses whether a person possesses a good work ethic.


Additional information

Appropriate For


Administration Time


Scoring Options



Interested in purchasing one or more copies of this test? We can help to ensure it's the right test to meet your specific needs. We look forward to hearing from you; please complete the inquiry below.