Customer Service Profile | Profiles Incorporated
Profiles Customer Service Profile™ is a customer service test that identifies essential proficiencies and training areas that will help your team deliver extraordinary customer service.
One of the keys to building a successful business is great customer service. Many organizations focus strictly on sales, marketing or technology, and overlook the importance of the little things that keep customers coming back for more.
Building a team of qualified customer service representatives that can cultivate positive customer relationships is no small task. Profiles’ Customer Service Profile™ can help you do just that.
Identify the characteristics and proficiencies critical to extraordinary customer service
This customer service test identifies six behavioral characteristics and two proficiencies essential to extraordinary customer service. The behavioral characteristics (conformity, flexibility, empathy, focus, trust and tact) and the proficiencies (vocabulary and mathematics) will help you identify candidates with superior customer service skills and give you the information needed to coach and train existing employees for greater success. It also reports an individual’s perspective on serving the customer and how it aligns with your company’s perspective.
The Customer Service Profile™ is a customer service test that measures the competencies and behavioral traits that foster great customer service. There are five versions of this assessment – four that are specific to the industries of healthcare, finance, retail and hospitality, and one general edition that is suitable for any industry.
The Customer Service Profile provides four reports which include a Placement Report, Individual Report, Coaching Report and a Company Perspective Comparison Report.
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The Customer Service Profile Placement Report has a Job Match Percentage that tells you how well a job candidate measures 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." If a job candidate’s customer service test score does not align with your customized Job Match Pattern, the report will suggest interview questions to stimulate conversation that will address the issue in question. This results in a better understanding of the company’s customer service position and effectively communicates the company’s expectations and policies to the job candidate.
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The Customer Service Profile Coaching Report identifies the areas where individualized training and coaching will effectively instill the customer service attitudes you want in all of your employees.
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The Customer Service Profile Individual Report helps employees increase their awareness of the behavioral traits important to customer service and where they scored on each trait. It is a tool that helps employees improve and deliver the kind of customer service that contributes to the success of your business.
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The Company Perspective Comparison Report compares your company’s perspective on providing customer service with the perspective of the assessed individual, in relation to customer service.
With the Customer Service Profile customer service test, you can select, coach and train your employees to increase customer satisfaction, reduce complaints, build customer loyalty, increase sales and make significant gains in profitability.
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