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Customer Service Perspective Frequently Asked Questions
How long does the assessment take?
A: Less than 30 minutes for the applicant to take (over the Internet), with reports generated and electronically delivered immediately thereafter.
How difficult will be to integrate the Customer Service Perspective into my existing management processes?
A: You can be set up to administer the Customer Service Perspective very quickly! You need only to work through the survey to define the customer service parameters for your company. Web-based administration and delivery of results is then seamless. You can instantly have this indispensable tool at your fingertips to hire, promote and train your customer service representatives.
Who defines my company's unique customer service "perspective"?
A: You do! Before any employee or candidate takes the assessment, you and your management team define the customer service parameters for the assessment. Note that this process will reflect your company's own vision…and is often filled with lively debate!
What types of behavior does CSP help to predict?
A: The CSP helps to identify service representatives that are most naturally inclined toward great customer service. e.g. those who have the desire to solve problems, will empathize with your customers, can see opportunities for new, bigger orders, etc.
What kinds of companies use the CSP?
A: Companies of any size, in any industry, who have any interaction with customers – either internally or externally – will benefit from using the Customer Service Perspective. With the CSP, even companies with seemingly good customer service teams have found "disconnects" between customer service representatives and the greater company perspective. This tool has helped these good companies become great.
How much does the Customer Service Perspective cost?
A: Pricing is based on volume purchased. Please contact us for a custom quote.
How much do the reports cost?
A: All reports are included with the price of the survey.
Where will I see the ROI?
A: Your return on investment will be most evident with reduced turnover of customer service representatives and greatly improved customer satisfaction and loyalty. Customers go where they are wanted, and stay where they are appreciated!
What kinds of reports does the CSP generate?
A: An Individual Report, a Coaching Report and Placement (or Job-Match) Report. See Reports for more information.
What are the CSP results used for?
A: Customer Service Perspective is used primarily to accurately predict which employees and candidates will be best suited to your customer service roles. It used also to develop effective work teams; design optimal customer service processes; help supervisors determine which management approach will work best when working with individual employees; and help develop effective training programs.
Is there a Job-Match function and how can I customize it to my needs?
A: Yes – CSP has Job-Matching capabilities. You can customize the match-up process by position, company or division, manager or geography.
How can I get a sample report?
A: Please visit the Request Samples page.
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