Assessment Overview
In today’s business world, it can be difficult to select employees with the correct behavioral characteristics for customer service jobs. The Customer Service Profile™ is a customer service assessment that measures how well a person fits specific customer service jobs in your organization. This employee assessment is based on various characteristics identified through Profiles International’s carefully compiled research. It includes a customer service skills test and customer representative test. There are also vertical specialty versions available in hospitality, healthcare, financial services and retail.
Purpose
The Customer Service Profile™ is used primarily in the customer service selection process, which includes selecting, on-boarding and managing customer service employees.
Measures
- Individual's Customer Service Perspective
- Individual's Behavioral Characteristics
- Individual's Proficiencies
- Service Skills
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A Success Story...
"We recently used the Customer Service Profile as a training tool to help our existing staff better understand their strengths and weaknesses. I found the survey most helpful in identifying areas that our team members both excel at and can use additional training."
- Aimee Hathaway,
Human Resources Manager
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Types & Uses of Reports
Selection Report
Useful to the hiring manager.
Helps managers understand the individual's behavioral characteristics, proficiencies, and service perspective as they prepare for the interview.
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Individual Report
Useful to the employee.
Provides employees with a information about their behavioral characteristics and proficiencies.
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Coaching Report
Used by the manager as a development tool.
Helps managers understand the individual's behavioral characteristics, proficiencies, and service perspective. Also provides considerations for employee development
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Customer Service Perspective Alignment
Useful to the organization's leaders.
This report compares your company’s Service Perspective with that of other companies in your industry and shows the percentage of people who don't agree with your organization’s service perspective.
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Technical Specs
Time to Take: 45 minutes
Administration: Online or Pencil / Paper
Results Turnaround: Immediate
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