Customer Service Strategies
Great customers know the
difference!
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 Profile.
As an investment in your human
capital, the Customer Service
Profile can have a significantly
positive impact on your bottom line.
Five versions of this assessment are
available – four that are specific
to the areas of healthcare, finance,
retail and hospitality, and one
general edition that is suitable for
any industry.
The Customer Service Profile
identifies six behavioral
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 Profile
measures the behavioral
characteristics of trust, tact,
empathy, conformity, focus 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 Profile
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
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 Coaching Report
-
Identifies the areas where
individualized training and
coaching will effectively
instill 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
Profile is available with customized
versions for many industries.
The Customer Service
Profile deserves to be an
important part of your company’s
people-development initiative. It
will enhance your company’s
reputation, productivity,
profitability and future.
Profiles Customer Service
Profile for Excellent Customer
Service
Profiles Customer Service
Profile measures six basic
characteristics and two
proficiencies that are critical to
delivering excellent customer
service. It is a tool to ensure
everyone in your company is on the
customer service team.
Technical Specs:
- Solves these
challenges:
Inappropriate messaging about
your business, Customer
dissatisfaction, Legal liability
issues and High employee
turnover
-
Used For: Placement,
Promotion fit, Succession
planning, Coaching and Self
improvement
-
Measures: Six behavioral
characteristics (trust, tact,
empathy, conformity, focus,
flexibility); two basic
proficiencies (vocabulary,
numerical); company’s service
perspective (the degree of
alignment between an
individual’s perspective on
providing customer service and
that expressed by the company).
-
Time to Take: 20 - 30
minutes
-
Administration: Online or
Pencil / Paper
-
Report Types: Four Reports –
Placement, Individual, Coaching
and Company Perspective
Comparison
-
Results Turnaround: Immediate
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