The Customer Service Profile™ (CSP) measures how well a person fits specific customer service jobs in your organization. It is used primarily for selecting, on-boarding and managing customer service employees. The CSP also looks at what your current and future employees believe is a high level of customer service, while at the same time showing where they align (or not) with the company’s perspective. The CSP is an excellent tool for building the service culture needed for organisational success and sustainability.

The CSP is a customer service improvement tool that identifies 6 behavioural characteristics and 2 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. It is a tool to ensure everyone in your company is on the customer service team.

The CSP can be used with the Performance Management System (PMS) to document and entrench top customer service performance. Similarly, the CSP can be used with PMS to document low performance traits and reduce their incidence in the organisation. This is achieved by hiring and coaching towards top performer traits and hiring and coaching against low performer traits.

The CSP helps prevent the following challenges for your business:

▪ Inappropriate messaging about your business
▪ Customer dissatisfaction
▪ Legal liability issues and high employee turnover

The CSP findings are presented in  purpose-fit reports to be used for Placement, Talent Management, Succession planning, Coaching and Self improvement.