Customer Service Skills Profile

Use the Customer Service Skills Profile Online to identify warm helpful trusting customer service employees for all customer service roles.

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Description

Hire the right person with the Customer Service Skills Profile Online for identifying warm, helpful, trusting customer service employees.   Before you invest the time and money to train a new employee, test your applicants for skills like:

  • Customer Service
  • Openness
  • Listening Skills
  • Negotiation
  • Empathy

This test provides the answers you need to make informed hiring and promotion decisions.

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The Customer Service Skills Profile is an 84 item, online assessment that provides an objective process for customer service people to self assess how they are performing important service behaviors in seven competencies including:

  • Engaging in Joint Problem Solving,
  • Building Warmth and Empathy,
  • Carefully Negotiating,
  • Resolving Conflict,
  • Termperament/Disposition,
  • Attentive Listening,
  • Communicating Clearly

The online feedback report identifies development priorities and provides coaching tips to improve service practices. Participants print out a development planning template that focuses on their top 5 development needs.

The questionnaire uses graduated response scales (almost never to almost always) that help employees draw accurate conclusions about how skilled they presently are in customer service.  The tool quickly generates insights that deliver results again and again as employees seriously consider how well they:

Demonstrate an open, give-and-take attitude toward other people and customers

Hear and understand customers and help them successfully convey what they think and feel

Make themselves understood when communicating with all kinds of people

Use a positive, constructive, and solution-focused approach whenever conflict arises

Analyze situations and customer concerns and suggest actions that can help resolve problems

Negotiate to create mutually beneficial outcomes

Build a spirit of trust and sincerity to make customers feel they identify with them and care about their concerns

Trainer’s can use the Customer Service Skills Profile Leaders Guide to facilitate a group feedback session and development planning workshop of a 1/2 to one day in length. Activities, discussion points and implications are provided for each service competency.

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