Customer service positions require a specific set of behavioural characteristics, which can be difficult to find or identify in employment candidates. The Customer Service Profile assessment measures how well a person fits specific customer service jobs in your organization across a variety of industries, including hospitality, healthcare, financial services, and retail for internal and external positions.
The Customer Service Profile is developed to help select individuals who will be successful in fulfilling the service needs of your company, regardless of their job titles. The report covers the assessment taker’s Customer Service Perspective (and its alignment with that of the company), two basic work-related Proficiencies, and six important Behavioural Characteristics—Trust, Tact, Empathy, Conformity, Focus, and Flexibility. Employees who are well-matched to their position tend to have higher attendance records, less turnover, higher job satisfaction, and superior job performance. Both the employee and the employer share the benefits of enhanced person-to-job fit and strong customer service characteristics. The Customer Service Profile is designed to facilitate achieving the best possible job fit.
Service to the customer is a part of the job for virtually every employee. The assessment can clearly and accurately provide the information you need before making a decision in this regard. Employees who are well-matched to their position tend to have higher attendance records, less turnover, higher job satisfaction, and superior job performance. Both the employee and the employer share the benefits of enhanced person-to-job fit and strong customer service characteristics.
What The Assessment Measures
A primary resource for us to be able to communicate is the ability we have to process information coming from the environment around us. In most training and customer service situations, that information is in the form of either words or numbers. The Vocabulary and Numerical sub-sections measure how well an individual understands the use of words and numbers and how well each is used as part of the communication process. These form the foundation of almost all problem-solving, communication, interaction, and learning skills used on the job. The individual’s scores from the Basic Proficiencies section represent the individual’s potential for these skills in light of the needs of a particular job. They also form part of the Overall Job Match Percentage.
Vocabulary Proficiency – a measure of verbal skill through vocabulary
Numerical Proficiency – a measure of numeric calculation ability
Behavioural Characteristics help define who we are by influencing the behaviours we exhibit. As the strengths and combinations of our Behavioural Characteristics vary, so does our performance on the job. The Customer Service Profile™ assesses a series of Behavioural Characteristics shown to be important in business settings in which customer service, both external and internal, is important. A brief description for each of the Behavioural Characteristics is provided in this section of the tool.
Trust – Tendency to hold an unquestioning belief that the motives of others are honourable.
Tact – Tendency to state a position without unnecessarily offending others.
Empathy – Tendency to understand another’s situation and feelings.
Conformity – Tendency to comply with the rules and those in authority.
Focus – Tendency to stay on target regardless of distractions.
Flexibility – Tendency to explore new approaches to doing things.
The Selection Report is typically used when trying to identify how well a person will fit into a given position. When their scores are outside the Performance Model, interview questions are suggested.
The Coaching Report matches an individual’s results to a Performance Model. The Coaching Report provides suggestions for managing the employee when they score outside the model.
The Customer Service Alignment report compares your company’s service perspectives with that of other companies. It also displays the percentage of a selected group from your company who do not agree with the perspective held by your company.
An assessment link is sent via email to the candidate. The assessment takes 30 minutes to complete. The results are sent to the manager on completion
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