Customer
Service Perspective™
is a tool
for making sure everyone in your company
is on the customer service team. Just
as a chain is only as strong as its
weakest link, a thoughtless remark
on the phone or inattention to a customer's
needs can result in thethe lost of
a customer. 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 rather than having
to constantly attract new customers.
Customer
Service Perspective™
identifies eight behavioral characteristics
and two proficiencies that are essential
to extraordinary customer service.
It measures the behavioral characteristics
of Trust, Tact, Empathy, Conscientiousness,
Conformity, Focus, Courtesy, 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.
This is the information needed to
coach and train your people to deliver
world-class customer service.
| Customer
Service Perspective™
provides three types of reports: |
- The
CSP Placement Report has 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
CSP 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
CSP 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.
|
