The way organisations approach customer interactions is what differentiates them from their competitors. Good customer service is essential to reputation and brand image. Identifying those candidates who are most likely to be helpful and co-operative, remain energetic and personable, comply with company procedures and restrain hostility is therefore crucial. But discovering how a candidate will act in customer service settings can be challenging, and that is where the CSI can help.
The CSI reveals underlying personality traits and provides recruiters with real insight into a candidate's approach to delivering customer service. Key features of the CSI include:
CSI reports are generated instantly and compare candidates with over 700 customer service employees drawn from 18 different job roles.
A 5-point grading scheme shows the candidate's Customer Focus, Productivity, Customer Confidence and overall Customer Service Potential. Reports also include a written interpretation of the candidate's profile, suggested interview probe questions and indicate when candidates attempt to manipulate their responses. Low cost training in the administration and interpretation of CSI reports can be delivered remotely if required.
The links below can be used to download and view various sample reports for CSI, as well as a test takers guide: