Customer Service Profile – 3rd Revision

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

Description

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

APPLICATION:

  • Pre-employment
  • Professional development
  • Training Tool

SCALES:

  • 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

Features

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

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Scoring Options

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