Executive Summary

The Customer Service Perspective is an effective Customer Service Training Assessment

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.

If it is true that happy customers buy more, then your business will benefit tremendously from incorporating the Customer Service Perspective™.  As an investment in your human capital, the Customer Service Perspective™ can have a significantly positive impact on your bottom line.

The Customer Service Perspective™ identifies eight 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 Perspective™ 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.

The Customer Service Perspective™ has three types of reports

The Customer Service Perspective™ 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 behaviorally based interview questions to guide conversation regarding the issue in question. This results in a better understanding of the company’s customer service position and effectively communicates the company’s expectations and policies.

The Customer Service Perspective™  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 Customer Service Perspective™  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 Customer Service Perspective™ deserves to be an important part of your company’s people development initiative. It will enhance your company’s reputation, productivity, profitability, and future.

The Customer Service Perspective™  Tech Manual

The Customer Service Perspective™  Quick Reference Guide