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Updates:
April 2010:
Expert Insights - Creating a Team-Building Culture
March 2010:
Executive Briefing
February 2010:
Join other leaders who are maximising business performance
September 2009:
JobFit Assessments
August 2009:
Managing Human Capital in Unprecedented Times
June 2009:
Is your Organisation "Best-In-Class"?
May 2009:
Now is the time to Review your Screening & Selection Processes
March 2009:
Candidate Screening & Downsizing - How to make it effective!
January 2009:
All Managers can be Great Coaches
December 2008:
Study proves that Managers rarely understand the Success Factors of their employee
November 2008:
Perhaps if I starve the patient
that will make them stronger
October 2008:
Developing Courageous Leaders
September 2008:
Low Cost Employee Perks that won't punish your bottom line
August 2008:
Lessons of the Square Watermelon
Customer Service Perspective (Profile)
The Customer Service Perspective measures eight basic characteristics and two proficiencies that are critical to delivering excellent customer service. It is a tool to ensure everyone in your company is part of the customer service team.
Customer Service Assessment
The Customer Service Perspective is an effective Customer Service
Hiring and Training Assessment.
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 than working
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 Customer Service Profile can have a significantly positive impact on your bottom line.
The Customer Service Perspective identifies eight behavioural 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 Perspective measures the behavioural characteristics of trust, tact, empathy, conscientiousness, conformity, focus, courtesy 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.
The Customer Service Perspective produces four reports:
The 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/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 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 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 Company Perspective Comparison Report
The Company Service Perspective indicates differences between an individual’s
responses and the company’s perspective in relation to customer service.
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.
Click here to request more information on Customer Service Profile
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