Profiles Customer Service Profile measures six basic characteristics and two proficiencies that are critical to delivering excellent customer service. It is a tool to ensure everyone in your company is on the customer service team.

Technical Specs:
Solves these challenges: Inappropriate messaging about your business, customer dissatisfaction, legal liability issues and high employee turnover

Used For: Placement, Promotion Fit, Succession Planning, Coaching, and Self Improvement

Measures: Six behavioral characteristics (trust, tact, empathy, conformity, focus, flexibility); two basic proficiencies (vocabulary, numerical); company’s service perspective (the degree of alignment between an individual’s perspective on providing customer service and that expressed by the company).

Time to Take: 20 - 30 minutes Administration: Online or Pencil / Paper

Report Types: Four Reports – Placement, Individual, Coaching and Company Perspective Comparison Results Turnaround: Immediately

The Customer Service Profile™ is an effective Customer Service Hiring and Training Assessment

Keeping your customers satisfied is essential to building a successful, growing business. While many companies work hard to increase sales, they may overlook the importance of doing the little things that keep customers happy and buying more. It is often easier to accelerate your business by cultivating the customers you already have than working to constantly attract new customers.

If it is true that happy customers buy more, then your business will benefit tremendously from incorporating Profiles’ Customer Service Profile. As an investment in your human capital, the Customer Service Profile can have a significantly positive impact on your bottom line.
Five versions of this assessment are available – four that are specific to the areas of healthcare, finance, retail and hospitality, and one general edition that is suitable for any industry.

The Customer Service Profile identifies six behavioral characteristics and two proficiencies that are essential to extraordinary customer service. This is the information needed to coach and train your people to deliver world-class customer service. The Customer Service Profile measures the behavioral characteristics of trust, tact, empathy, conformity, focus and flexibility as well as proficiencies in vocabulary and mathematics. It also measures the percentage of agreement with your company’s customer service policies and attitudes.

The Customer Service Profile produces four reports:

The Placement Report
A Job Match Percentage that tells you how well job candidates measure up to your customer service standards and the degree of alignment between their customer service perspective and the specific expectations of your company.

The placement report also has "Considerations for Interviewing." Whenever a job candidate’s score misses your customized Job Match Pattern, his or her report suggests interview questions to stimulate conversation regarding the issue in question. This usually results in a better understanding of the company’s customer service position and effectively communicates the company’s expectations and policies.

The Coaching Report
Identifies the areas where individualized training and coaching will effectively instill the customer service attitudes you want in all of your employees.

The Individual Report
Helps employees increase their awareness of their customer service skills or lack thereof. It is a tool to help them become better employees and deliver the kind of customer service that contributes to the success of your business.

The Company Perspective Comparison Report

The Company Service Perspective indicates differences between an individual’s responses and the company’s perspective in relation to customer service.

The Customer Service Profile deserves to be an important part of your company’s people-development initiative. It will enhance your company’s reputation, productivity, profitability and future.

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