Customer Service Skills Profile

Most customers are willing to pay a premium to have their basic needs met in a timely and efficient manner, and will be pleasantly surprised and grateful if they are treated with a little dignity and respect in the bargain. The Customer Service Skills Profile (CSSP) has been designed to help individuals understand more about their skills relative to this critical area.

Measures

7 Customer Service Skills

Temperament/Disposition
o Refers to an individuals internal desire to derive value and enjoyment from their relationships with other people. Refers to an individuals ability to hear and understand other people, and to quickly discover their full communication or message. Refers to an individuals efforts to speak clearly, warmly, and understandably with each customer. Refers to how well an individual deals with a customers irritation and any resultant conflict or concern surrounding the issue. Refers to an individuals efforts to find appropriate ways to analyze situations and customer concerns and suggest actions that can help resolve the problem. Refers to the skills an individual uses to work collaboratively with a customer to find solutions to requests, queries and feedback that best meet the needs of all parties. Refers to the extent to which an individual creates a positive climate when communicating with people and demonstrates an understanding of the other persons viewpoint and feelings.

Attentive Listening
o

Communicating Clearly
o

Resolving Conflict
o

Engaging in Joint Problem Solving

o

Carefully Negotiating
o

Building Warmth and Empathy

o

Time To Take:

Less than 30 minutes No administration or proctoring required Placement Succession Planning Training Needs Analysis Candidate Competency Level Report Candidate Developmental Report Online Online Another Assessment Based HR Solution from:

Used For:

Reports:

Administration: Scoring:

It is the province of knowledge to speak And it is the privilege of wisdom to listen.

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