Customer Service Profile

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Customer Service Profile

You have Customers, You need GREAT Customer Service

Profile-XTsatisfaction-guaranteeThe Customer Service Profile™ (CSP) measures how well a person fits specific customer service jobs in your organization. It is used primarily for selecting, on-boarding and managing customer service employees.

The customer service agent is one of the most challenging jobs in any company. Multiple studies have shown that there is a direct link between customer satisfaction and company profitability. Your customer service agents represent your company in front of the customers and are the ones who can turn an unhappy customer into a lifelong company advocate.

The CSP also looks at what your current and future employees believe is a high level of customer service, while at the same time showing where they align (or not) with the company’s perspective. We have a general industry version of this assessment as well as vertical specialties in hospitality, healthcare, financial services, and retail.

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Why Assess Employees?How Does it Work?What do you learn?

Simply, because we all are human.

Given the opportunity to land a new job, people may tell you what you want to hear instead of the truth. Additionally, much of their success depends on the specific type of job, and the organization in which they would work. Success seldom transfers automatically. The cost of a bad hire is very high, considering hiring and ramp-up costs, low productivity, and disruption to customers and co-workers.

The CSP gives you an objective, inside look at the behaviors and motives of customer service job candidates to help you make better hiring, promotion and organizational decisions. Giving this information to managers helps them be more effective and get the very most from their people.

The CSP allows you to choose your ideal customer employee based in your company profile.

Prior to assessing candidates, our experts help you develop peak performance models for your jobs by providing multiple questions against which potential candidates are measured. Once these performance models are established, our clients deliver the CSP to their candidates over the Internet—hiring managers or HR administrators simply forward a link.

The assessment does not need to be monitored, so the candidate can take it from any computer with Internet access. The system instantly scores the assessment, and informs the hiring managers where they can access the results. Once the assessment is completed the hiring manager can use the results as a screening tool, or to assist them in the interviewing, selection, and onboarding process.

Performance Model Comparison
Provides the manager with insights into the person’s thinking style, behavioral traits and occupational interests. This report also includes a job match percentage.

Interview Guides
Provides the employee with a total person overview and occupational aptitudes.

Strategic Workforce Planning
It illustrates the employee’s job match percentage to all job match patterns within the company.

Candidate Matching
Provides an overview of all applicants for a particular job and their job match percentages.

Multi Job Match
Provides the hiring manager the ability to identify how close does the candidate may match different job openings ( ex. Sales Assistant 65%, Sales Manager 43%* )

* Does not needs to add up to 100% since these are matches against different company job roles. A candidate can be a great fit for more than one job role.

CSP® Summary

Industry Versions
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