Customer Service Perspective

Eliminate poor customer service and identify employees who have successful customer service skills with Profiles' Customer Service Perspective

When customers are pleased with a product or service they may tell one or two others, but when they are dissatisfied, they are much less restrained. Poor customer service causes negative word-of-mouth that your organisation wants to avoid, which is why the people you select to interact with customers is so important.

Customer service is not a department; it is an important function of every employee. Profiles International offers a valuable recruitment and training assessment tool to help you identify employees with superior customer service skills, as well as coach existing employees to greater success.

You will be able to identify and improve customer service skills, energise employees, enhance your organisation's image, impress customers, improve positive word-of-mouth, and increase repeat business. These are powerful mechanisms for growth and success.

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 than working to constantly attract new customers.

The Customer Service Perspective measures the behavioural characteristics of trust, tact, empathy, conformity, focus and flexibility as well as proficiencies in vocabulary and mathematics; all of which are essential to extraordinary customer service. It also measures the percentage of agreement with your company's customer service policies and attitudes.


Reports

The Customer Service Perspective^TM produces four reports:

The 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 customised 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 Coaching Report

Identifies the areas where individualised training and coaching will effectively instill the customer service attitudes you want in all of your employees.

The 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 your business.

The Company Perspective Comparison Report

The Company Service Perspective indicates differences between an individual's responses and the company's perspective in relation to customer service. The 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.