Customer Service Profile

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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.

Product: Customer Service Profile

Purpose

The Customer Service Profile™ is used primarily for selecting, onboarding, and managing customer service employees.

A Success Story

"We use Profile’s Customer Service Profile™ to select call center reps who fit the culture of the clients that they ultimately serve. This results in more satisfied customers, and helped us improve reps retention by 45%."

Measures

Individual's Customer Service Perspective

Individual's Behavioral Characteristics

Individual's Proficiencies

Service Skills

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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.
Individual Profile

Useful to the employee.
Provides employees with information about their behavioral characteristics and proficiencies.
Coaching Report

Useful to the manager as a development tool.
Helps managers understand the individual's behavioral characteristics, proficiencies, and service perspective. Also provides considerations for employee development.
Company 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.