Customer Service Profile – 3rd Revision
The Customer Service Profile – 3rd Revision is a comprehensive, 60-minute online assessment designed to evaluate whether candidates or current employees possess the core behavioral traits and practical skills needed to excel as customer service representatives. This 194-question multiple-choice inventory uses situational self-assessments to measure 20 distinct scales organized across four foundational performance factors: Customer Service Orientation, Negotiation Skills, Emotional Intelligence, and Conscientiousness. Fully compliant with APA and EEOC standards, the test instantly generates a detailed online interpretative report backed by a massive sample validation size of 1,187 subjects.
About this Test
Hire the right person with the Customer Service Profile – 3rd Revision to identify candidates with the skills to be a customer service representative.
Purpose
Customer Service Profile – 3rd Revision will assess whether a person has the necessary skills and traits to be a customer service representative.
What It’s Best Used For
- Pre-Employment Candidate Screening: Identifying external applicants who natively possess the right helpful, approachable, and pleasant disposition to interface with the public.
- Post-Test Workforce Coaching: Leveraging the available post-test coaching report module to provide constructive feedback, highlight blind spots, and actively train staff on their self-motivation.
- Evaluating Crisis De-Escalation: Vetting a candidate’s conflict-resolution capabilities, listening attention, and level of unflappability when managing hostile or fluid customer grievances.
- Assessing Emotional Intelligence: Measuring an agent’s self-efficacy, empathy, social insight, and emotional control to minimize workplace burnout.
- Auditing Core Work Ethic: Benchmarking an individual’s personal accountability, dependability, and minute attention to detail against established general population norms.
- Streamlining Targeted Interviews: Utilizing the report’s automatically generated interview prompts and group comparison data to save HR teams manual planning time.
Application
- Pre-employment
- Professional development
- Training Tool
Scales
- Helpfulness
- Approachability
- Pleasantness
- Patience
- Communication Skills
- Listening Skills
- Conflict-Resolution Skills
- Problem-solving Skills
- Unflappability
- Self-efficacy
- Assertiveness
- Awareness of Body Language
- Empathy & Social Insight
- Emotional Control
- Stress Management
- Self-motivation
- Attention to Detail
- Dependability
- Accountability
- Trainability
No. of questions: 194
Question type: Self-assessment, situational, multiple choice
Estimated completion time: 60 minutes
Shorter versions of assessment available: N/A
Recommended age level: 18+
Qualification Level: Class A
Compliance: APA standards; EEOC standards (gender, age, disability)
Validation Information:
Sample Size: 1187
Cronbach’s Alpha: 0.98
Features
Benchmarks: Available (general population, Customer Service Representatives)
Interview Questions: Available
Group Comparisons: Available
Report Includes
- Summary
- Introduction
- Graphs
- Detailed narrative interpretation
- Strengths and Limitations
- Advice
- Impression Management
Factors and Scales
Overall Score plus 4 factors divided into 20 scales:
- Customer Service Orientation: Assesses whether a person possesses the right disposition to deal with the public.
- Negotiation Skills: Assesses a person’s ability to effectively negotiate a resolution.
- Emotional Intelligence: Assesses a person’s ability to deal with his/her own as well as other people’s emotions.
- Conscientiousness: Assesses whether a person possesses a good work ethic.
A POST-TEST COACHING REPORT IS AVAILABLE FOR THIS ASSESSMENT
Additional information
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| Legal in Canada? |
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