Customer Service Aptitude Profile™ (CS AP™)

The Customer Service Aptitude Profile™ is a revision of the original, 1995 CS AP and measures key competencies that can lead to employee success in customer service positions. The CS AP can help organisations identify the best people for their customer service roles while also helping individuals reach their potential. When used as part of a comprehensive selection process, the CS AP can help minimise the cost of training resources and lost customers associated with poor hiring decisions. When used for employee development, the CS AP can help identify strengths and opportunities for development in customer service-related competencies to help employees leverage their strengths and increase the likelihood of success in their role.

ASSESSMENT SCALES

Seven specific competencies have been validated and demonstrated to support customer service performance.

• Achievement Motivation: Using one’s inner drive to apply the effort needed to attain strategic goals

• Composure: Staying calm under pressure and in difficult interactions

• Cooperativeness: The level of comfort in working with others towards a common goal or purpose

• Customer Orientation: Having a desire to help others while being sensitive to, and understanding of, their feelings and needs

• Sociability: Engaging with others and developing relationships effortlessly

• Self-Confidence: An individual’s level of belief in their abilities and judgments

• Upselling: Involves active strategies to increase value by suggesting additional products and services to customers

REPORT OPTIONS

Take the stress out of hiring with the Interview Guide and plan for success with the Development Report.

• The Interview Guide is a pre-hire tool designed to help "drill down" into the results of the assessment during the face-to-face interview. The guide generates specific, behavioural-based interview questions based on the candidate's scores and provides a framework for the interviewer to check if a "high" score on the test actually translates to real-world experience, or if a "low" score is mitigated by a learned skill or previous training. The Interview Guide ensures that all candidates are being interviewed with the same level of rigor, focusing specifically on the core competencies of the CS AP.

• The Development Guide is a post-hire tool used to coach and grow employees based on their specific CS AP results. Instead of a "one-size-fits-all" training program, it offers a personalised roadmap for targeted coaching. The Development Guide identifies where an employee naturally excels and suggests ways to leverage those strengths within the team.

AREAS OF APPLICATION

The CS AP can be used for both selection and development of contributors in customer service roles.