Customer Service Perspective Overview
Ever think that you just 'lucked out' when you found an outstanding customer service representative? Ever wish you could clone them?! Your best representatives are truly your most valuable employees. The #1 reason customers leave is poor customer service. When customers deal with your best representatives, they know your company will deliver on promises.
The Customer Service Perspective ("CSP") assesses key areas that are essential to customer service:
Behavioral Characteristics:
- trust, tact, courtesy, empathy, flexibility, conformity, focus, conscientiousness
Proficiencies:
- vocabulary and numerical skills
Company Service Perspective:
- the percentage of agreement (or degree of "alignment") with your company's unique policies and attitudes.
We all know that good customer service – and bad – is directly tied to reputation, credibility, referrals, sales and profits! You need CSP information to identify the best personnel, and coach and train them to delivery world-class customer service!
The CSP will have a significantly positive impact on your bottom line!
- exceed customer expectations
- increase lifetime value of customer/ build loyalty
- gain a competitive service advantage
- reduce customer complaints and problems
- increase customer referrals and order frequency
- build credibility and trust
- increase profits!
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.
As with any company, you can't solve your customer service problems – internal or external – if you don't know where they lie. The CSP identifies people who have the natural behavioral traits for great service and natural ability to care about it! It also identifies the potential in candidates who can do it with proper coaching and training. Just think if your entire customer service team had the desire to solve problems, the initiative to over-deliver and the ability to see opportunities for new, bigger orders!
What our customers are saying:
"I have received tremendous value from the CSP. It has helped me to align senior management's perspective of what customer service should be throughout the organization."
G. Mehaffey, The Knotts Company, New York
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