The 20-second overview:
Measures:
A. Employee or candidate's Customer Service Perspective
B. Behavioral tendencies
| • Trust | • Empathy | • Focus |
| • Tact | • Conformity | • Flexibility |
C. Individual's Proficiencies
• Vocabulary
• Numerical
Time to take: 45 Minutes
Used for:
• Pre-Hire (when coupled with the Profile XT)
• Post Hire
• Coaching and motivation
• Self-improvement
Customizable:
Develop unique Company Service Perspective
Develop Performance Models by department
Industry Versions:
| General | Health Care | Retail |
| Hospitality | Financial Services |
Reports:
| Selection Report | Coaching Report | Company Service Perspective |
| Individual Report | Candidate Report | Customer Service Alignment |
Reports: To obtain sample reports email us at assessments@teragram.ca or 905.659.5458
Validation Studies: 2003, 2006, 2008, 2009
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.