Time to take: 15 minutes

Used for:
• Hiring (when coupled with the Profile XT)
• Coaching and motivation
• Self-improvement


Great customer service begins with people who are naturally inclined to serve others.
Exceptional employees build long-term customer loyalty.

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 rather than having to constantly attract new customers.

If it is true that happy customers buy more, then your business will benefit tremendously from incorporating Profiles’ Customer Service Profile. As an investment in your human capital, the CSP can have a significantly positive impact on your bottom line.

The Customer Service Profile identifies six behavioral characteristics and two proficiencies that are essential to extraordinary customer service. This is the information needed to coach and train your people to deliver world-class customer service.

The Customer Service Profile measures the behavioral characteristics of Trust, Tact, Empathy, Conformity, Focus and Flexibility as well as Proficiencies in Vocabulary and Mathematics. It also measures the Percentage of Agreement with your company’s Customer Service Policies and Attitudes.

Help 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 Customer Service Profile offers a general report as well as reports unique to specific industries including:

Hospitality - the service your employees provide is key to your guests' return
Financial - the service your employees provide is key to customer loyalty
Healthcare - the service your employees provide fosters patient loyalty
Retail - the service your employees provide creates loyal customers


Additionally, the Customer Service Profile offers four types of reports:

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 customized 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 CSP Coaching Report

Coaching identifies the areas where individualized training and coaching will effectively instill the customer service attitudes you want in all of your employees. The report has suggestions for improving employee performance. Using the reports to direct the development of employees enables managers to develop their leadership abilities.

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 Customer Service Profile deserves to be an important part of your company’s people development initiative. It will enhance your company’s reputation, productivity, profitability, and future.

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 Profile deserves to be an important part of your company's people-development initiative. It will enhance your company's reputation, productivity, profitability and future.

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