Customer Service Perspective

About Customer Service Perspective

The Customer Service Perspective (CSP) is a psychometric assessment aimed at all staff involved in customer service. It identifies eight Behavioral Characteristics and two verbal and numerical proficiencies that are essential to extraordinary customer care. This is the information needed to select, coach and train your people to deliver world-class customer service matched specifically to your organisation. Customer service is not just about excellent customer service but consistent customer service right across the board.

What the Customer Service Perspective measures

Customer Service Perspective identifies eight behavioural characteristics and two proficiencies that are essential to extraordinary customer service.

Customer Service Perspective measures the behavioural characteristics of

  1. Trust
  2. Tact
  3. Empathy
  4. Conscientiousness
  5. Conformity
  6. Focus
  7. Courtesy
  8. Flexibility

It also measures proficiencies in verbal and numerical reasoning which are matched to the level required by the customer. This becomes a bespoke, tailor made tool for any organisation.

It also measures the Percentage of Agreement that the individual has with your company’s Customer Service Policies.

The importance of consistent excellent customer service

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 rather than having 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 Perspective. As an investment in your human capital, the CSP can have a significantly positive impact on your bottom line.

The Customer Service Perspective produces three types of reports:

1. The CSP 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 customised 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.

2. The CSP coaching report

Identifies the areas where individualised training and coaching will effectively instil the customer service attitudes you want in all of your employees.

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

The Customer Service Perspective (CSP) is available in 13 languages

For multi-nationals where it is important to assess an individual’s verbal ability and reasoning, it is imperative to do it in their own language. The CSP is available in 13 languages including two different versions of English (UK, USA), two different versions of Portuguese (European Portuguese, Brazilian) and two different versions of Spanish (Castillian, Latin American). New languages are being added all the time.

The Customer Service Perspective is available in:
  • Chinese (Mandarin)
  • Dutch
  • English (UK, US)
  • French (French Canadian)
  • Hungarian
  • Norwegian
  • Portuguese (European Portuguese only)
  • Romanian
  • Russian
  • Spanish (Castillian, Latin American)
  • Swedish

Contact us for a no charge, no obligation, consultation with one of our senior partners.