CSP – R3 (Customer Service Profile – 3rd Revision)

Description

With the globalization of many organizations, we have seen an industrial shift towards a more service-oriented society. The number of jobs in the service sector is on the rise, as technological innovation has made many manufacturing jobs obsolete, which was an industry that traditionally employed hundreds of thousands of people worldwide in the 20th century. As competition both on a global and national scale has risen in the new millennium, it has become increasingly important for companies to offer quality customer support related to the products or services they provide. Nowadays, an unsatisfied customer can easily turn to a variety of competitors to suit their needs – and have no qualms about expressing their grievances on forums, review sites, and social media.

Customer service representatives act as the go-between for major companies and their clients. They provide information on a wide variety of products and services, answer questions, address concerns and problems, and field complaints. This interaction is typically done using a combination of communication mediums including phone, email, and face-to-face, depending on the type of company.

A career in customer service is not for everyone. It requires, among other things, strong people skills and the ability to adapt well to stress. Good emotional control, self-motivation, and being able to cope with criticism and intimidation are also essential. This test will determine whether the candidate possesses the necessary skills and personality traits to pursue a successful career in customer service.

Purpose: CSP – R3 will assess whether a person has the necessary skills and traits to be a customer service representative.

Vitals
No. of questions: 194
Question type: Self-assessment, situational, multiple choice
Estimated completion time: 60 minutes
Shorter versions of assessment available: N/A
Recommended age level: 18+
Qualification Level: Class A
Compliance: APA standards; EEOC standards (gender, age, disability)
Validation Information:
● Sample Size: 1,187
● Cronbach’s Alpha: 0.98

Features
Benchmarks: Available (general population, Customer Service Representatives)
Interview Questions: Available
Group Comparisons: Available

Report Includes:
● Summary
● Introduction
● Graphs
● Detailed narrative interpretation
● Strengths and Limitations
● Advice
● Impression Management

Factors and Scales:
Overall Score plus 4 factors, divided into 20 scales:
● Customer Service Orientation: Assesses whether a person possesses the right disposition
to deal with the public.
● Negotiation Skills: Assesses a person’s ability to effectively negotiate a resolution.
● Emotional Intelligence: Assesses a person’s ability to deal with his/her own as well as other
people’s emotions.
● Conscientiousness: Assesses whether a person possesses a good work ethic.