Events

About us

Career

Contact

Schedule a meeting
Contact us

Customer Service Profile

Securing top-tier customer service for your organization.

Your customer representatives are the face and the voice of your company – they represent your company to customers, clients, and others in your community and broader business network.

The impression they leave will shape perceptions and influence relationships, making their role pivotal in driving your company’s success.

Request CSP info
Watch video

Don’t let a negative customer service experience harm your organization:

Use Customer Service Profile (CSP) to screen and train customer service talent.

CSP uses industry-specific customer service perspectives to ensure that your organization selects, onboards, and manages best-in-class customer service employees that are aligned to YOUR company culture.

How it works

Step 1

Develop performance models for customer facing jobs and define your customer service perspective

Create a performance model and define your gold standard for customer service.

Step 2

Candidates and/or employees take the assessment

Once candidates receive a link from the HR admin or manager, they can take the assessment online. No supervision is needed, and it works on any device with internet access.

Step 3

Use insights from the job matching reports to make better hiring, boarding, and training decisions

The system instantly scores the assessment and benchmarks it against the performance model to evaluate the degree of Job-Person Fit. Then the results are provided to the manager

Why assess customer service candidates?

Hiring the wrong person for a customer-facing role can be very expensive.

It includes the cost of the hiring process, cost of onboarding, impact on  productivity, lost revenue , and  potentially irreparable cost to the company’s reputation.

The CSP offers an unbiased insight into the innate traits and values  of your customer service candidates. It’s a great tool to enhance your choices in hiring, promotions, and overall decision-making. Providing managers with these insights improves interviewing, amps up effectiveness and boosts employee performance.

Spotlight on Culture: Customer Service Perspective

How does Customer Service Perspective work?

  • A collection of 50 statements are given to key personnel to gauge the organization's service standards.
  • Candidates receive the same 50 statements and indicate their agreement or disagreement.
  • The reports pinpoint any disparities between candidate's and the organization's perspective on customer service.

How to use the report?

Aside aiding in selection, the Company Service Perspective also helps train employees to match the organization’s customer service standards.

The report lets the company see how well customer service perspectives are aligned at individual, team, and company levels.

Industry Specific Perspectives on serving customers

CSP – General

This solution is targeted toward any position that has a focus on customer service.

Some examples of positions where the CSP-General would be helpful are: 

  • account mangers
  • account coordinatours
  • administrative assistants
  • call center customer representatives
  • client relations associates
  • custodians
  • dispatches
  • flight attendants
  • front desk associates
  • help desk support representatives
  • rental representatives
  • managers,etc
Request CSP info
CSP – Financial Services

This solution is targeted toward: 

  • financial services representatives
  • tellers
  • customer service reprentatives
  • customer enrollment specialists
  • loan officers
  • branch managers, etc.

in a financial services environment.

See Sample report

CSP – Hospitality

This solution is targeted toward 

  • account representatives
  • bellmen
  • concierge representatives
  • contact center help desk representatives
  • guest service representatives
  • hostesses, servers, valet attendants
  • managers

in a hospitality environment.

See Sample Report

CSP – Retail

This solution is targeted toward 

  • sales associates
  • cashiers
  • counter clerks
  • order fillers
  • product demonstrators
  • stockers
  • managers, etc.

in a retail environment.

See Sample Report
CSP – Health Care

This solution is targeted toward 

  • health care coordinators
  • benefit coordinators
  • call center representatives
  • medical receptionists
  • loan officers
  • nurses, CNAs, managers, etc.

in a health care environment.

See Sample Report
How do clients use CSP?

Clients use Customer Service Profile to:

  • start a conversation about organizational customer service culture
  • define, design and implement optimal customer service culture
  • select the right candidates who fit the job and company’s customer service culture
  • help develop training plans for customer service
  • align and train existing employees with current customer service culture
  • aids supervisors in adapting methods for working with a specific employee
Request CSP info

How does CSP work?

01
Develop performance models for customer facing job and define your customer service perspective
02
Candidates and/or employees take the assessment
03
Use the results for screening, onboarding, and training
Download brochure

What does CSP measure?

CSP measures the following:

  • Employee or Candidate’s Customer Service Perspective
  • Individual’s Behavioral Characteristics (Conformity, Empathy, Flexibility, Focus, Tact, Trust)
  • Individual’s Proficiencies (vocabulary and numeric)
See sample report