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
- Listening Skills
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,
- 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.