Customer Service Perspective™
This assessment enables you to consistently deliver the desired level of customer service throughout your company. Key behavioral traits, that focus on the customer relationship, are measured; these include - courtesy, flexibility, tact, empathy, trust, conscientiousness and conformity. In addition, it evaluates the employees’ proficiencies in verbal and mathematical skills; which are keys to effective communications.
This assessment is uniquely customized to measure compliance with your organization’s own customer service policies and attitudes; thereby guaranteeing consistency throughout your entire business.
Gain a competitive advantage with exemplary customer service.
RESULTS - BENEFITS:
- Higher customer retention
- Greater customer satisfaction
- Stronger customer relationships
- Create customer-centric work environment
- Place ideal candidates in customer service roles
RESOLVES ISSUES WITH:
- Service quality and consistency
- Training new employees
- Maintaining high service standards
- Managing employees
WHO SHOULD PARTICIPATE?
- All employees that have direct contact with customers and clients.
- Also employees that serve internal customers.
- Any team or group that desires to improve their vital relationships with customers.
- Candidates for employment in any customer service job-function.
This tool is particularly well-suited for retail businesses, call centers, service industries, and professional service firms.
FORMAT:
Self-administered assessment taken via the internet.
Time required: 20 minutes
The following report is available on-line, immediately:
Individual Report:
provides the employee with information for self-development and training.
Coaching Report:
provides the manager with specific, individual coaching information and training opportunities for each employee.
Placement Report:
provides an in-depth analysis matching the candidate or employee to
a benchmark “standard” pattern that is created specifically for a particular customer service
position. This report clearly defines the degree-of-fit of the individual to the job, providing
unique interview questions and coaching