Customer Service Perspective Reports
The Customer Service Perspective Reports are accurate, dependable and easy to understand. The following reports are generated from – and included with – the assessment.
Individual Report:
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.
Examples from Individual Report:
Behavioral Characteristics (Tact Section)
- You try to be quite careful with use of sensitive language when serving the needs of customers. You probably think about how your remarks will be interpreted. You are likely to be regarded as a tactful and considerate individual by customers most of the time.
Coaching Report:
For customer service managers, the Coaching Report identifies the areas where individualized training and coaching will effectively instill the customer service attitudes you want in all of your employees.
Example from Coaching Report:
Behavioral Traits (Tact Section)
(Low = direct/forthright; High = discrete/restrained)
- Apparently tries to be quite careful with his/her use of diplomatic language when serving the needs of customers. Almost certainly thinks about how her remarks will be interpreted. Is likely to be concerned that she be regarded as a tactful and considerate individual.
(Report provides tips only if results fall outside of shaded area.)
Placement Report:
The Placement Report, also known as a Job-Match, indicates "fit" of the employee or candidate to a particular position. It is no secret that well-matched employees have higher attendance records, less turnover, higher job satisfaction and superior job performance.
With respect to the CSP, it is customizable to mesh your company's specific policies and procedures. A Placement or 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 survey results also indicate the training and coaching required to bring employees into alignment with your company's customer service policies and vision.
The Placement report also has "Considerations for Interviewing." Whenever a job candidate's score misses your customized 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 Placement Report can be customized for position, company or division, manager or geography.
Example from Placement Report:
Overall Job Match for Service Representative: 78%
(As measured by the behavioral traits & 2 proficiencies)
Company Service Perspective, Percentage of Agreement: 86%
(Derived from questions asked of the candidate; answers compared to standards of the company)
Company Service Perspective, Perspectives that Conflict:
(ie. questions that were answered contrary to company perspective)
"I think it is important to chat with my customers for a few minutes before getting down to business" – NO
"In order to keep customers happy, sometimes you need to say something that isn't entirely true." – NO
etc.
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