The CSP provides a standardized measure of potential for success in customer service positions.  It identifies individuals who have the attitudes and aptitudes to provide high-quality service.  The CSP is an easy-to-administer assessment that may be used when selecting and promoting staff or evaluating training needs.  It provides valuable information to help employers identify attitudes and aptitudes necessary for improved customer service quality, greater productivity, and more repeat business.

Normative data is based on relevant groups.

The CSP has been shown to be predictive of customer service- and sales-related performance ratings, successful sales performance, and sales goal performance.  Validation studies are available upon request.

Multi-page CSP reports include a graphical depiction of scores as well as positive and negative behavioral indicators and interview questions.

 
Dimensions of Measurement

• Customer Service Attitude - tendency to be courteous, cooperative, friendly, and attentive toward customers.
• Customer Service Aptitude - understanding of basic common sense in dealing with customers in a variety of situations.
• Sales Aptitude - knowledge of basic sales techniques.
• Customer Service Index  - overall indicator of customer service potential; the overall suitability for hire into a customer service position.
• Validity/Candidness - the degree to which a candidate responded to the questions openly.
• Validity/Accuracy - the degree to which a candidate understood and carefully completed the inventory.