The Leading Edge Newsletter

Two-thirds of Customers Worldwide Leave Due to Poor Customer Service

Poor customer service costs companies dearly. Worldwide, up to two-thirds of all customers leave due to poor customer service. Every customer service encounter has the potential to gain repeat business or drive it away.

With Christmas just around the corner can you afford not to be getting the sales that your organisation deserves? Customer’s vote with their feet where they do not feel valued and or appreciated.

That is why the people you select to interface with your customers are so important. Accordingly, Profiles International, the international leader in employment assessments, has created a talent management tool specifically to assist you selecting individuals who will be most successful in fulfilling the service needs of your customers regardless of their job titles. When you hire employees using Profiles Customer Service Profile™ you populate your organisation with people who will increase customer satisfaction, reduce complaints, build customer loyalty, increase sales and make significant gains in profitability.

Fostering outstanding customer service is every employee’s responsibility. The impression your employees create can make or break, not only the current sale, but future sales as well.

Profiles Customer Service Profile assesses the attitudes and customer service proficiency of employees and job candidates. It gives you the critical information you need to hire individuals with good customer service skills, improve customer service training and increase awareness that every employee is part of the customer service team.

The Customer Service Profile identifies behavioural characteristics and proficiencies that are essential to extraordinary customer service. It measures characteristics such as Trust, Tact, Empathy, Conformity, Focus and Flexibility as well as proficiencies in Vocabulary and Mathematics. It also measures each individual’s perspective on serving customers and how his or her perspective aligns with your company’s customer service policies and attitudes. With this information you can coach and train your people to deliver world-class customer service.

Profiles Customer Service Profile helps you select employees with critical customer service skills that enhance the reputation of your organisation and help establish and maintain the kind of customer-oriented culture your industry demands.

Profiles Customer Service Profile Produces Three Types of Reports:

1. The Customer Service Profile - 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.
2. The Customer Service Profile - Coaching Report
   Identifies the areas where individualised training and coaching will effectively instil the customer service attitudes you want in all of your employees.
3. The Customer Service Profile - Individual Report
   Helps each employee increase their awareness of their customer service skills and those skills he or she needs to attain. It is a valuable tool that helps employees improve and deliver the kind of customer service that contributes to the success of your business.

For additional information on this, other Profiles International assessments, and/or a special introductory offer, contact us.

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