Profiles’ Customer Service Perspective Assessment – Grow Your Business By Improving Customer Experience
Many businesses believe that growth comes from securing new customers. They may not realize that existing customers offer tremendous potential for repeat business, referrals and increased profit.
The Profiles’ Customer Service Perspective (CSP) Assessment can help you evaluate your employees and job candidates on the traits that are critical to excellent customer service. With the results of this assessment your organization can:
- improve customer loyalty
- build higher volumes of repeat business
- increase size of purchases made by existing customers
- generate referrals for your business
- reduce customer complaints
- save money – it’s a well-known fact that it costs less to keep a current customer than find a new one
How it Works
The CSP assessment gives fast, accurate results:
- It is done online or on paper
- Internet surveys are available at any time and produce results in minutes.
- Survey can be completed in less than 30 minutes.
- In addition to ten standard characteristics and proficiencies, you can customize the survey with up to 49 aspects of excellent customer service, as defined by your specific business.
The Customer Service Perspective survey measures employees in the following areas:
- Behavioral characteristics - trust, empathy, tact, conformity, conscientiousness, focus, courtesy, and flexibility
- Vocabulary and numerical proficiencies
- Job match
- Company service perspective
This assessment can tell you which employees have natural customer service skills and which people may need coaching and training to improve their skills.
Customer Service Perspective Reports
The results of this assessment provide a roadmap for training, employee self-improvement and for effectively communicating customer service goals. Reports include:
- Coaching Report - Specifies where coaching can help improve customer service; offers suggestions for boosting productivity.
- Individual Report - Shows employees how their customer service skills rate and offers opportunities for self-improvement.
- Company Service Perspective - Compares employee responses about customer service to your company’s expectations; provides a snapshot of where differences lie and where improvements can be made.
- Placement Report - Evaluate how job candidates match up with your customer service goals and philosophy.
Learn More About Increasing Customer Satisfaction with Profiles’ Customer Service Perspective Assessment
With the results of the CSP assessment, our Distinct Planning associates can provide the coaching needed to turn your employees into customer service experts.
Learn more about using the CSP assessment as part of your overall coaching strategy for improved customer service. To receive your free sample of Profiles’ Customer Service Perspective reports, contact Distinct Planning today.