ASSESSING – CUSTOMER SERVICE

Purpose: Handling customers in a professional, accurate manner is the backbone of customer retention. These assessments measure, among other items, their ability to handle stress, listen accurately and keep their composure when dealing with customer issues.

Measurements:
Customer Service Style
Communication is the conduit to success in customer service. This report defines their preferred manner of communication. Their manner for handling varying people, difficult problems and the activity level they will maintain throughout their day.

Rewards
The incentive for succeeding in customer service varies greatly from one rep to the next. The most effective strategy for maximizing your customer service rep’s performance is to provide them with their preferred reward which powerfully reinforces their actions.

Motivations
The customer service rep’s motivations are a reliable predictor of their ability to relate to many people, or to few. A broad, evenly distributed motivational pattern allows the rep to effectively connect with a broadest range of people.

Customer Service Aptitudes
An objective, measured rating of the person’s ability in the areas of Communicating with Customers, Conflict & Problem Resolution, Relating with Others, Self Management, Work Attitude and Work Ethic.

Highlights: A strong customer service representative builds loyalty while deftly handling surprises. Two key reports, Motivations and Customer Service Style, will identify which reps will be most able to keep the company’s hard-earned customers happy. The reports can also be used to match your customer service reps to specific customers with unique support requirements.