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Home › Sales Resource Centre › Sales Assessments › Customer Service Profile (CSPII)

Customer Service Profile (CSPII)

Helping you build customer loyalty, increase profitability and improve employee retention

What it Measures

FAQ

The Customer Service Profile is an online tool that measures 6 behavioral characteristics and two proficiencies that are essential to extraordinary customer service:

Trust
Tact
Empathy

Conformity
Focus
Flexibility

It also assesses a candidates proficiencies in:

Verbal Communication

Mathematics skills

It also measures the percentage of agreement with your company's customer service policies and attitudes.

Time Commitment and Administration

For information on pricing, or ordering assessments please contact the Sales Resource Centre at 1-888-267-2772 or email AskSRC@cpsa.com.

Assessments available in English and French.

The Customer Service Profile is administered over the Internet and takes about 20 minutes to complete. Results are immediate (within 24 hours) and the reports you choose are in your hands in just minutes.

Customization
CPSA can develop Job Match Patterns (benchmarks) customized by position, company, department, manager, geography or any combination of these factors.

Additionally, you can customize the Customer Service Profile section of the assessment and define fifty aspects of great customer service as they apply to your business. There are five different assessments, each customized for a different industry:

Financial Services
Hospitality Services
Healthcare

Retail
General Customer Service

Report Outputs

The Customer Service Profile produces four reports:

The CSPII Individual Report (General Customer Service) – Increases employee awareness of their customer service skills and shows where they scored on each trait.
The CSPII Placement Report (General Customer Service) – Features a Job Match Percentage that tells you how well candidates measure up to your customer service standards (benchmark) and the degree of alignment between their customer service perspective and the specific expectations of your company.
Financial Services Placement Report
Hospitality Service Placement Report
Healthcare Placement Report
Retail Placement Report
The CSPII Coaching Report (General Customer Service) – This report is written for managers and identifies the areas where individualized training and coaching will effectively instill the customer service attitudes you want in all of your employees.
Financial Services Coaching Report
Hospitality Service Coaching Report
Healthcare Coaching Report
Retail Coaching Report
The Company Perspective Alignment Report (General Customer Service) – Outlines the differences between an individual's response and the company's perspective in relation to customer service.