Designed for employers, whose business depends on providing quality customer service, the Customer Service Profile helps identify job applicants who have the attitudes and aptitude to succeed in service positions. Candidate responses on the CSP are classified into three subscales: Customer Service Attitude, Customer Service Aptitude, and Sales Aptitude. These three subscales are then combined into a composite Customer Service Index, which is used for decision making.
As well, two validity scales, Candidness and Accuracy are used to ensure that candidates understood the inventory and completed it honestly. Although primarily designed for selection and promotion, the CSP may also be used for training needs assessment. As with any selection tool, the CSP should be used in conjunction with other standard selection and interview processes.
The Customer Service Profile can help employers:
• Improve customer relations
• Encourage customer retention
• Reduce employee turnover and associated costs
• Increase employee productivity
• Reduce employee theft
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.
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.
Indicates the extent to which a candidate responds to the assessment in a socially desirable manner.
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.
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