Customer Service Skills Profile

Hire the right person with the Customer Service Skills Profile Online for identifying warm, helpful, trusting customer service employees.

The Customer Service Skills Profile is an 84 item, online assessment that provides an objective process for customer service people to self assess how they are performing important service behaviors in seven competencies including:

• Engaging in Joint Problem Solving,
• Building Warmth and Empathy,
• Carefully Negotiating,
• Resolving Conflict,
• Termperament/Disposition,
• Attentive Listening,
• Communicating Clearly

What It’s Best Used For

• Hiring Guest-Centric and Frontline Staff: Identifying warm, approachable, and empathetic external applicants for any customer service role before investing corporate onboarding capital.
• Targeted Professional Development: Helping existing team members self-assess their current habits and print out a structured template to target their top five operational growth needs.
• Evaluating Listening and Communication Clout: Vetting an individual’s capacity to hear and understand customer needs, help clients express thoughts, and make themselves clearly understood by diverse demographics.
• Assessing Conflict and De-escalation Skills: Measuring an agent’s tendency to deploy a positive, constructive, and solution-focused approach the moment a customer conflict or grievance arises.
• Vetting Problem-Solving and Negotiation Habits: Screening candidates on their natural ability to analyze consumer concerns, propose effective remedies, and negotiate mutually beneficial compromises.
• Facilitating Corporate Training Workshops: Equipping internal trainers with the available Leader’s Guide to run interactive, half-day to full-day group feedback and development sessions.

The online feedback report identifies development priorities and provides coaching tips to improve service practices. Participants print out a development planning template that focuses on their top 5 development needs.

The questionnaire uses graduated response scales (almost never to almost always) that help employees draw accurate conclusions about how skilled they presently are in customer service.  The tool quickly generates insights that deliver results again and again as employees seriously consider how well they:

• Demonstrate an open, give-and-take attitude toward other people and customers
• Hear and understand customers and help them successfully convey what they think and feel
• Make themselves understood when communicating with all kinds of people
• Use a positive, constructive, and solution-focused approach whenever conflict arises
• Analyze situations and customer concerns and suggest actions that can help resolve problems
• Negotiate to create mutually beneficial outcomes
• Build a spirit of trust and sincerity to make customers feel they identify with them and care about their concerns

Trainers can use the Customer Service Skills Profile Leaders Guide to facilitate a group feedback session and development planning workshop of a 1/2 to one day in length. Activities, discussion points and implications are provided for each service competency.