In today’s business world, it can be difficult to select employees with the correct behavioral characteristics for customer service jobs. The Customer Service Profile™ is a customer service assessment that measures how well a person fits specific customer service jobs in your organization. This employee assessment is based on various characteristics identified through Profiles International’s carefully compiled research. It includes a customer service skills test and customer representative test. There are also vertical specialty versions available in hospitality, healthcare, financial services and retail.

Purpose

The Customer Service Profile™ is used primarily in the customer service selection process, which includes selecting, on-boarding and managing customer service employees.

Measures

• Individual's Customer Service Perspective
• Individual's Behavioral Characteristics
• Individual's Proficiencies
• Service Skills

Types and Uses of Reports

Selection Report

Useful to the hiring manager.

Helps managers understand the individual's behavioral characteristics, proficiencies, and service perspective as they prepare for the interview.

Individual Report

Useful to the employee.

Provides employees with a information about their behavioral characteristics and proficiencies.

Coaching Report

Used by the manager as a development tool.

Helps managers understand the individual's behavioral characteristics, proficiencies, and service perspective. Also provides considerations for employee development.

Customer Service Perspective Alignment

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Useful to the organization's leaders.

This report compares your company’s Service Perspective with that of other companies in your industry and shows the percentage of people who don't agree with your organization’s service perspective.