Customer Service Profile assessment

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The world\'s leading placement tool for great customer service skills in new hires.

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Customer Service Profile assessment

  1. 1. The Customer Service Profile tm
  2. 2. The Customer Service Profile was designed to identify people who will be successful in fulfilling the service needs of their customers.
  3. 3. The Customer Service Profile <ul><li>It measures s ix behavioral characteristics of customer service performance: </li></ul><ul><li> Trust  Conformity  Tact  Focus  Empathy  Flexibility Plus: </li></ul><ul><li>Work-related proficiencies: </li></ul><ul><li> Numerical  Vocabulary </li></ul>
  4. 4. Five Versions, Five Perspectives <ul><li>General (suitable for any industry) </li></ul><ul><li>Financial </li></ul><ul><li>Health Care </li></ul><ul><li>Hospitality </li></ul><ul><li>Retail </li></ul>
  5. 5. FREE Reports: <ul><li>Placement </li></ul><ul><li>Coaching </li></ul><ul><li>Individual </li></ul><ul><li>Company Perspective Comparison </li></ul>
  6. 6. The Customer Service Profile typically takes 20-25 minutes to complete
  7. 7. Six key areas vital to great customer service performance are measured Scores in purple boxes are outside the desired job-fit range
  8. 8. Math and vocabulary scores are provided, as well as an overall job-fit prediction score.
  9. 9. Follow-up interview questions are provided for scores that fall outside the desired performance ranges.
  10. 10. The Company Service Perspective page is a great way to compare your company’s service expectations with others in your industry. You can also compare a candidate’s responses against your own policies to indicate future training needs.
  11. 11. The Customer Service Profile Benefits For the Company: <ul><li>  Less turnover  Reduced capital outlay  Higher customer retention  Improved customer loyalty  More productive employees  Focused training improvement </li></ul><ul><li>  Improved P&L </li></ul>
  12. 12. Thank You! <ul><li>David Dennard </li></ul><ul><li>Profiles International, Inc. </li></ul><ul><li>972-701-0222 </li></ul>

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