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Sample Report Placement Report (Pcsp)
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Sample Report Placement Report (Pcsp)
1. Confidential Placement Report for Sally Sample Demonstration Pattern-NOT FOR ACTUAL USE Wednesday, March 24, 2004 Profiles International Consultancies (Gulf & M.E.) Crowne Plaza, Suite 1006 Sheikh Zayed Road Dubai, 26850 ++971 4 3311120 Pattern Date: 5/19/2003 10:02:30 AM Copyright © 2003-2004 - Profiles International, Inc. • Profiles Office Park • 5205 Lake Shore Drive • Waco, TX 76710 • 254-751-1644
Introduction Service to the customer is a part of the job for virtually every employee. Proficiency in providing this service is related to an individual’s Behavioral Characteristics, basic Proficiencies and their own perspective on providing customer service. This report reflects the responses provided by Sally Sample when she completed the Customer Service Perspective assessment. The information is presented in the following four parts: • Behavioral Characteristics— eight behavioral characteristics that are important factors for success in providing service to customers. • Proficiencies— a view of basic proficiency in mathematics and vocabulary. • Job Match Percent— the degree of match to the Job Match Pattern in both of the Proficiencies and the eight Behavioral Characteristics. • Company Service Perspective— the degree of alignment between the individual’s perspective on providing service to the customer and that expressed by the company. • Considerations for Interviewing—on the scales where Ms. Sally scored outside of the Job Match Pattern, suggestions for interviewing are provided to assist in the selection process. Please consult the User’s Guide for additional information on using these results in working with Sally Sample. Copyright © 2003-2004 - Profiles International, Inc. • Profiles Office Park • 5205 Lake Shore Drive • Waco, TX 76710 • 254-751-1644 1
Confidential Placement Report Sally Sample Summary of Behavioral Characteristics The darker shading represents the Job Match Pattern for the role of Demonstration Pattern-NOT FOR ACTUAL USE. The larger box indicates her score. Trust – Tendency to hold an unquestioning belief that the motives of 1 2 3 4 5 6 7 8 9 10 others are honorable Tact – Tendency to state a position without unnecessarily offending others 1 2 3 4 5 6 7 8 9 10 Empathy – Tendency to understand another’s situation and feelings 1 2 3 4 5 6 7 8 9 10 Conscientiousness – Tendency to be very accurate in work efforts; to keep 1 2 3 4 5 6 7 8 9 10 promises Conformity – Tendency to comply with the rules and those in authority 1 2 3 4 5 6 7 8 9 10 Focus – Tendency to stay on target regardless of distractions 1 2 3 4 5 6 7 8 9 10 Courtesy – Tendency to deal with others in a pleasant manner 1 2 3 4 5 6 7 8 9 10 Flexibility – Tendency to explore new approaches to doing things 1 2 3 4 5 6 7 8 9 10 The Distortion Score on this assessment is 9. The Distortion Scale deals with how candid and frank the respondent was while taking this assessment. The range for this scale is 1 to 10, with higher scores suggesting greater candor. Copyright © 2003-2004 - Profiles International, Inc. • Profiles Office Park • 5205 Lake Shore Drive • Waco, TX 76710 • 254-751-1644 2
Confidential Placement Report Sally Sample Behavioral Characteristics Trust • Wary • Unquestioning • Vigilant 1 2 3 4 5 6 7 8 9 10 • Uncritical • Skeptical • Optimistic Pattern 5-7 Score 6 Comments on Trust Ms. Sally probably wants to believe that most customers are quite trustworthy. She may feel that it is hard to trust customers without proof but she should be willing to give them the benefit of the doubt unless there are strong reasons for not doing so. In general her attitude is one of hesitant but yielding trust. Tact • Direct • Discreet • Obvious • Diplomatic 1 2 3 4 5 6 7 8 9 10 • Forthright • Restrained Pattern 6-9 Score 3 Comments on Tact She can be inconsiderate regarding the feelings of others. This may be due to a lack of understanding for a customer’s needs but, whatever the reasons, she may often comment in a less than tactful or diplomatic fashion. Empathy • Detached • Understanding • Indifferent • Compassionate 1 2 3 4 5 6 7 8 9 10 • Distant • Sensitive Pattern 5-7 Score 7 Comments on Empathy Ms. Sally generally finds it easy to be sympathetic, understanding and compassionate to the point of allowing herself to become actively involved in solving the needs of a customer. She has a strong need to be helpful to customers with whom she has contact. Conscientiousness • Imprecise • Meticulous • Casual Attitude 1 2 3 4 5 6 7 8 9 10 • Particular • Lackadaisical • Accountable Pattern 7-9 Score 7 Comments on Conscientiousness Sally appears to be a conscientious person who will not back off from keeping commitments or promises made to supervisors or customers unless prevented from doing so by circumstances beyond her control. She is one who undertakes tasks in a careful, dedicated manner, which should seem apparent to her customers. Copyright © 2003-2004 - Profiles International, Inc. • Profiles Office Park • 5205 Lake Shore Drive • Waco, TX 76710 • 254-751-1644 3
Confidential Placement Report Sally Sample Behavioral Characteristics (cont’d) Conformity • Inventive • Traditional • Free-spirited 1 2 3 4 5 6 8 9 10 • Compliant 7 • Independent • Conventional Pattern 6-8 Score 7 Comments on Conformity Ms. Sally is not one to question authority often. She expresses a view implying that one should comply with the rules and regulations of those organizations of which she is an employee. She generally honors a majority of most standards, while taking an independent attitude if truly necessary. Focus • Distractible • Attentive • Preoccupied • Purposeful 1 2 3 4 5 6 7 8 9 10 • Inefficient • Efficient Pattern 6-8 Score 10 Comments on Focus Ms. Sally has rather strong powers of concentration. She seldom allows anything to interfere with her current priorities until completed. She demonstrates an excellent ability to stay focused and it is difficult to interrupt or distract her from accomplishing the task at hand. Courtesy • Forward • Polite • Brash 1 2 3 4 5 6 7 8 9 10 • Civil • Impolite • Well-mannered Pattern 7-9 Score 8 Comments on Courtesy Sally appears to be quite friendly in general. She enjoys talking with just about anyone and will probably make efforts to speak to a customer in soothing, friendly tones. She is apt to avoid getting into arguments or confrontations; listening carefully to a customer’s needs and speaking courteously is far more likely. Flexibility • Uncompromising • Adaptable • Inflexible • Accepting 1 2 3 4 5 6 7 8 9 10 • Cautious • Enjoys new approaches Pattern 5-7 Score 10 Comments on Flexibility She is so highly open to change that others may consider it a challenge to keep up with her when he suggests new approaches for work accomplishments. She relishes the generation of new ideas, concepts and methods of improving upon how to get things done. She seems to possess quite an innovative attitude. Copyright © 2003-2004 - Profiles International, Inc. • Profiles Office Park • 5205 Lake Shore Drive • Waco, TX 76710 • 254-751-1644 4
Confidential Placement Report Sally Sample Proficiencies The darker shading represents the Job Match Pattern for the role of Demonstration Pattern-NOT FOR ACTUAL USE. The larger box indicates this individual’s score. Vocabulary – Understanding the meaning of words when used in sentences 1 2 3 4 5 6 7 8 9 10 Numerical – Understanding basic mathematical concepts and working with 1 2 3 4 5 6 7 8 9 10 numerical problems Job Match Percent The Job Match Percent reflects the consistency between the results for Ms. Sally and the Job Match Pattern for the eight Behavioral Traits and the two Proficiencies For Mukta, the match to the position of Demonstration Pattern-NOT FOR ACTUAL USE is 75%. Job Match 75% Copyright © 2003-2004 - Profiles International, Inc. • Profiles Office Park • 5205 Lake Shore Drive • Waco, TX 76710 • 254-751-1644 5
Confidential Placement Report Sally Sample Company Service Perspective Forty-nine (49) questions related to providing service to the customer were presented to Sally. The responses to these questions suggest her perspective of providing customer service. The answers provided by the company represent their perspective and are compared to the answers provided by Sally. The score indicates the percent of agreement between her responses and the answers provided by the company. Percentage of 63% Agreement In review of both the company perspective for providing good customer service and the view of Ms. Sally as expressed in her responses, the following perspectives are in conflict. Some may represent issues that require your attention. PERSPECTIVES THAT CONFLICT HER ANSWER Resolving problems starts and stops with me. No When calling my supervisor for help, I don’t need to let the customer know what’s going No on. Sometimes customers need to vent on personal issues, it makes them a better customer. No Some customers have better knowledge of the solution to a problem than I do. Yes If I hear a customer speaking badly about another area of the company, I should always Yes defend the company. If a customer seems to have trouble understanding what I am saying, I will try to get Yes someone else to explain it to them. My department’s policies are less important than what I think is best for the customer. No Serving customers quickly is the most important thing to do. No Your job is to solve your customer’s problem, not to be a sympathetic ear. No When a customer starts to complain about things you know are wrong about your No company, it is time to stop agreeing with the customer and defend your company. Never let a customer see that you don’t know something. No It is often possible to satisfy a customer by explaining why he or she is wrong. Yes Most customers will read a manual if you provide it for them. Yes Customers don’t care whether you call them by name, as long as they get good service. Yes If I am dealing with a customer and an irate customer interrupts, I should immediately No deal with the irate customer. Copyright © 2003-2004 - Profiles International, Inc. • Profiles Office Park • 5205 Lake Shore Drive • Waco, TX 76710 • 254-751-1644 6
Confidential Placement Report Sally Sample It is important for me to be able to make a decision on the spot with a customer rather No than having to go to my supervisor. Customers don’t like to be asked a lot of questions. No Sometimes you have to disagree with a customer. Yes Copyright © 2003-2004 - Profiles International, Inc. • Profiles Office Park • 5205 Lake Shore Drive • Waco, TX 76710 • 254-751-1644 7
Confidential Placement Report Sally Sample Considerations for Interviewing The darker shading represents the Job Match Pattern for the role of Demonstration Pattern-NOT FOR ACTUAL USE. Ms. Sally scored outside the Job Match Pattern in the areas listed below. Information and interview questions are provided to facilitate the selection process. Tact – Tendency to state a position without unnecessarily offending others 1 2 3 4 5 6 7 8 9 10 Pattern 6-9 Score 3 Considerations for Interviewing With a relatively low result on the Tact scale, Ms. Sally scores outside of the Job Match Pattern for this position. Her willingness to adjust his behavior through training should be determined. Since the score is in the lower mid-range, it is possible that only some adjustment is required and her readiness for training may be determined by interview questions. A few typical questions may include: • When a customer requires a delicate touch, so to speak, what methods do you usually employ? Would learning some new competencies be of interest to you? • Provide a recent example of your skill at dealing diplomatically with a customer. How do you feel about this kind of mannerism, and what skills would you like to develop to improve in this area? Focus – Tendency to stay on target regardless of distractions 1 2 3 4 5 6 7 8 9 10 Pattern 6-8 Score 10 Considerations for Interviewing Sally has scored above the Job Match Pattern for this position. Determining the intensity of her concentration may be helpful. Whether she can redirect herself when required is of importance in these interview questions. A few typical questions may include: • Describe for me a previous experience in which you successfully redirected your attention from one priority to another due to the practical needs of the moment. • How would you describe your level of focus and concentration? What improvements would you pursue to enhance your performance in this area? Copyright © 2003-2004 - Profiles International, Inc. • Profiles Office Park • 5205 Lake Shore Drive • Waco, TX 76710 • 254-751-1644 8
Confidential Placement Report Sally Sample Flexibility – Tendency to explore new approaches to doing things 1 2 3 4 5 6 7 8 9 10 Pattern 5-7 Score 10 Considerations for Interviewing Ms. Sally has accomplished a score quite high on the Flexibility scale. This score is above the Job Match Pattern for this position. Interviewing may need to emphasize her willingness to avert her tendency to change her methods simply for the sake of doing so. Some accommodation to the procedures of the workplace is likely to be required, so determining her readiness to do so could be revealed by her responses to interview questions. A few typical questions may include: • What use does a procedure have if it’s outdated? Give an example of how you have dealt with such a problem recently. • Tell me about a recent situation in which you went along with the procedures required for the job, despite the fact that there was probably a better and easier way to reach an objective. Copyright © 2003-2004 - Profiles International, Inc. • Profiles Office Park • 5205 Lake Shore Drive • Waco, TX 76710 • 254-751-1644 9
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