Customer Service Perspective
The Customer Service Perspective
(CSP) is a psychometric assessment aimed at all staff involved in customer
service. It identifies eight behavioural characteristics and
two proficiencies that are essential to extraordinary customer care. This
is the information needed to select, coach and train your people to deliver
world-class customer service matched specifically to your organisation. Customer
service is not just about excellent customer service but consistent customer
service right across the board. Contact us and
we can explain how cost effective the Customer Service Perspective can be
for selecting new staff as well as improving service levels of existing staff.
The results will increase customer satisfaction, reduce complaints, build
customer loyalty, increase sales and improve profitability.
Call us on 01491 636300 or e-mail csp@anovacoms.com
or click on the need help box on the right of the screen.
what the Customer Service Perspective measures
the importance of consistent excellent customer service
the CSP placement report
the CSP coaching report
the CSP individual report
the CSP is available in 13 languages
what the Customer Service Perspective measures
Customer Service Perspective identifies eight behavioural characteristics
and two proficiencies that are essential to extraordinary customer service.
Customer Service Perspective measures the behavioural characteristics of
1. Trust
2. Tact
3. Empathy
4. Conscientiousness
5. Conformity
6. Focus
7. Courtesy
8. Flexibility
It also measures proficiencies in verbal and numerical reasoning which are
matched to the level required by the customer. This becomes a bespoke, tailor
made tool for any organisation.
It also measures the Percentage of Agreement that the individual has with
your company’s Customer Service Policies. Call us and we can tell you
how this can work for your company - 01491 636300 or csp@anovacoms.com.
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the importance of consistent excellent customer
service
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 Perspective. As an investment in your human capital, the CSP can have a significantly positive impact on your bottom line.
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The Customer Service Perspective produces three types of reports:
For a sample report contact us or click
on the need help box on the right of your screen.
the CSP placement report
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 customised 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
Identifies the areas where individualised training and coaching will effectively
instil the customer service attitudes you want in all of your employees.
the CSP individual report
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 Perspective 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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The Customer Service Perspective (CSP) is available
in 13 languages
For multi-nationals where it is important to assess an individual's verbal
ability and reasoning, it is imperative to do it in their own language. The
CSP is available in 13 languages including two different versions of English
(UK, USA), two different versions of Portuguese (European Portuguese, Brazilian)
and two different versions of Spanish (Castillian, Latin American). New languages
are being added all the time; please call us if the language you require is
not mentioned here - tel. +44 (0)1491 636300 or e-mail info@anovacoms.com.
The Customer Service Perspective is available in:
Chinese (Mandarin)
Dutch
English (UK, US)
French (French Canadian)
Hungarian
Norwegian
Portuguese (European Portuguese only)
Romanian
Russian
Spanish (Castillian, Latin American)
Swedish
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