Performance Systems
Customer Service Online Assessment
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Please Note: Managing For Success Customer Service is an older version of this assessment.
The new version is the same report with more recent validation and a new cover "look."
Customer Service Assessment
The ability to interact effectively with customers may be the critical difference between success or failure in our work life.
It has been proven that customers would rather switch to another organization than tolerate poor customer service.
Research indicates that, even if there is no conflict, over 60% of individuals quit dealing with an organization because of indifference on the
part of some employee.
This report was designed to quantify information on how an individual sees his/her own behavior in the workplace. This information may
then be used for the person to learn how others perceive his/her behavior. This knowledge will assist him/her in formulating strategies in
meeting customer needs.
Customer Service Report Contents
General Characteistics
Based on the person's responses, general statements are provide to offer a broad understanding of his/her customer service style.
This section of the report identifies the natural customer service style the individual bring to the job.
Perceptions
A person's behavior and feelings may be quickly telegraphed to others. This section provides additional information on the person's
self-perception and how, under certain conditions, others may perceive his/her behavior.
Understanding this section will empower you to project the image that will allow you to control the situation.
Descriptors
Based on his/her responses, the report provides words that describe the individual's personal behavior. The words describe how
the person solves problems and meets challenges, influences people, responds to the pace of the environment and how he/she responds
to rules and procedures set by others.
Customer Service Flexibility
All customers needs and how their needs must be met are different. This section will help identify types of customers and provide
the individual with the strategies to meet their needs.
Situational Strategies
Based on the person's style, this section provides ideas on how to control the interaction with a customer during the situations given.
When a customer is upset, first gain control of the situation - then read the customer's style and apply the appropriate strategy.
Action Plan
The individual creates a personal development plan based on the results of the report and discussion.
Style Insights Graph
The graph adds a visual representation of the individual's behavioral style.
Style Insights Wheel
The wheel adds a visual representation of the person's behavioral style.
View Success Insights Customer Service sample report (.pdf)
Please contact us for pricing information.
RELATED ITEMS:
Communicating With Style Online Assessment
Effective interaction starts with an understanding of one's individual communication style.
The Success Insights Communicating With Style assessment / report was designed to provide information about an individual's communication style.
View more Communicating With Style information
and a Communicating With Style sample report. (.pdf)
Dynamic Communication Seminar CD and Participant Workbook
This is a behavioral based communication seminar teaches people how to interact with others and to appreciate others behavioral styles.
Seminar Objectives:
Know which attitudes drive your life, actions and desires.
Understand each attitude and the interaction of each.
Recognize the driving forces in others' lives.
Undrstand others' viewpoints and be able to dialogue
convincingly by seeing the world through their eyes.
View more Dynamic Communication Seminar with Participant Workbook information.
Your Attitude is Showing Seminar CD and Participant Workbook
This seminar raises the awareness of ones attitude and values and empowers them to a more satisfying lifestyle.
Seminar Objectives:
Know which attitudes drive your life, actions and desires.
Understand each attitude and the interaction of each.
Recognize the dricing forces in others' lives.
Undrstand others' viewpoints and be able to dialogue
convincingly by seeing the world through their eyes.
People will realize that differences are good and can be used effectively to make an organization successful.
View more Your Attitude is Showing with Participant Workbook information.
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Please contact us for pricing information.
GROUP WHEELS for Online Assessments
DISC Group Wheel information
Attitudes / Values Group Wheel information
COURSEWARE facilitator material, participant workbooks, game options
DISC courseware information
Attitudes courseware / Values courseware information
Re-Energizing the Organization CD information
TTI Styles Revealed The Behavioral Role Exercise Game information
Validation
TTI DISC Validation information (.pdf)
TTI Values Validation information (.pdf)
These assessments are not a measure of intelligence, values, skills, experience, education or training.
There is NO right or wrong answers / results.
The above products were created by TTI Performance Systems LTD.
TTI Performance Systems LTD is a world leader in computerized behavior and attitude assessments.
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Tuesday, October 07, 2008
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If you do not see not exactly what you want, please place a request or inquiry regarding
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