![[Customer Service Survey™]](images/css_sm_logo.gif)
CUSTOMER SERVICE
SURVEY
The
Customer Service Survey provides a method for measuring the customer
service knowledge, aptitudes, and skills of employees and
prospective employees.
FAST RESULTS –
ESSENTIAL INFORMATION
In just 20 minutes, an employee or job candidate can respond to the
Profiles Customer Service Survey, providing the information
employers need in a variety of situations. The quality of customer
service a business provides will determine its success or failure in
the competitive marketplace. The survey indicates the degree to
which people have these qualities:
- Knowledge (People
Skills, Courtesy, Common Sense)
- Assertiveness
(Persuasive, Confident, Outgoing)
- Persistence
(Persevering, Unwavering, Emotionally tough)
- Empathy
(People-focused, Relationship-oriented)
- Drive (Highly
competitive, Aggressive, Opportunistic)
- Organization
(Organized, Conforms, Routine-focused)
- Maturity (Sound
judgment, Stable, Tolerant)
- Creativity
(Inventive, Unique, Innovative)
- Incentive
(Recognition, Feedback, External)
DESCRIPTIVE REPORT
The Profiles Customer Service Survey Report has graphic and
descriptive written data to describe the attributes of the person
being assessed. The report also pinpoints specific knowledge and
training needs. A Customer Service Pattern indicates a job
candidate’s or employee’s suitability for customer service
responsibilities by giving a good, moderate or poor job match
rating. The report covers both Customer Service Knowledge
(a skill) and eight important behavioral characteristic areas: Assertiveness, Persistence,
Empathy, Drive, Organization, Maturity, Creativity, and Incentive. |
