Customer Service
Perspective
A
tool for making sure everyone in your company is on the customer
service team. Just as a chain is only as strong as its weakest
link, a thoughtless remark on the phone or inattention to a customer's
needs can result in the loss of business. Everyone needs to be
concerned with 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.
Customer Service Perspective
identifies eight behavioral characteristics and two proficiencies
that are essential to extraordinary customer service. This is
the information needed to coach and train your people to deliver
world-class customer service.
Customer Service Perspective
measures the behavioral characteristics of Trust, Tact, Empathy,
Conscientiousness, Conformity, Focus, Courtesy, and Flexibility
as well as Proficiencies in Vocabulary and Mathematics. It also
measures the Percentage of Agreement with your company’s
Customer Service Policies and Attitudes.
Customer Service Perspective
has three types of reports:
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 customized 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.
The
CSP Coaching Report
Identifies the areas where individualized training and coaching
will effectively instill the customer service attitudes you want
in all of your employees.
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.
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.
