Customer Service Persepctive:
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 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
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.