Trust
Explores the tendency to place confidence in other people and approach interactions with appropriate openness.
Customer Service Profile™ assessment
Define your customer-service standard and hire toward it.
Measure service-related behavioral traits, two basic proficiencies, and alignment with the way your organization expects customer service to be delivered.
Customer service job fit
Start by defining what good service means in your organization.
Customer Service Profile™ compares an individual's service-related traits and proficiencies with a Performance Model and your company's service perspective.
The system can support general customer-service roles or more specialized environments such as hospitality, healthcare, financial services, and retail. Reports help managers screen, interview, select, onboard, and coach with a consistent service standard.
The assessment supports the decision. It does not replace a structured interview, work sample, experience evidence, references, or direct observation of customer-service skill.
What Customer Service Profile™ measures
Six traits, two proficiencies, and your service perspective.
Tact
Explores how directly or diplomatically a person may communicate in customer situations.
Empathy
Explores the tendency to recognize and respond to another person's feelings and perspective.
Conformity
Explores comfort with rules, procedures, standards, and consistent service practices.
Focus
Explores concentration, attention, and the ability to stay engaged with a task or customer need.
Flexibility
Explores adaptability when customer needs, priorities, or service situations change.
Vocabulary
Measures a basic verbal proficiency relevant to understanding and communicating information.
Numeric
Measures a basic numerical proficiency relevant to common customer-service tasks.
See the assessment
Job fit, service alignment, and actionable manager reports.
Watch the overview, then review the official brochure and actual Customer Service Profile sample report library.
A company-specific service model
Define the standard, compare the person, and coach the gaps.
- 01
Define the service role
Clarify the customer interactions, service expectations, proficiencies, and behaviors the role requires.
- 02
Build the Performance Model
Create the benchmark for the role and define the organization's company service perspective.
- 03
Assess the candidate
Invite the candidate to complete the online assessment without requiring proctoring.
- 04
Review job fit
Compare the person's traits, proficiencies, and service perspective with the role's Performance Model.
- 05
Interview and onboard
Use report guidance to verify gaps, make the broader decision, and personalize onboarding or coaching.
Use the assessment responsibly
What Customer Service Profile™ can and cannot do.
Use it to add structure to customer-service decisions.
- Define a company-specific customer-service standard
- Compare service-related traits with a Performance Model
- Measure vocabulary and numeric proficiency
- Guide structured interviews and onboarding
- Support coaching and customer-service alignment
Do not treat it as proof of customer-service performance.
- It cannot guarantee customer satisfaction, retention, or sales results
- It does not directly observe how a person handles a real customer
- It does not replace work samples, structured interviews, or references
- It does not measure every technical skill required by the role
- It should not be the sole factor in an employment decision
More than a service score
Reports for selection, matching, alignment, and coaching.
Customer Service Profile reporting compares the individual with the Performance Model and company service perspective, then provides practical support for selection and development.
Individual and candidate reports 5
- Selection Report
Compares the candidate with the Performance Model and provides considerations for interviewing.
- Individual Report
Summarizes the individual's assessment results and service-related characteristics.
- Candidate Matching Report
Compares a candidate with the defined customer-service role requirements.
- Multi-Job Match Report
Shows how one individual compares with multiple available service roles.
- Coaching Report
Provides management considerations for developing customer-service behavior and alignment.
Company and model reports 4
- Customer Service Alignment
Examines alignment between the individual's service perspective and the company's defined standard.
- Performance Model Report
Documents the benchmark used to define the role's customer-service requirements.
- Customer Service Perspective Comparison
Compares service perspectives across individuals or groups.
- Concurrent Job Performance Model Overview
Supports review of a Performance Model built from people currently performing the role.
Customer Service Profile™ questions
What HR teams, leaders, and buyers want to know.
What is Customer Service Profile™?
Customer Service Profile™ is an assessment that measures customer-service-related traits, two basic proficiencies, and alignment with a company service perspective and role-specific Performance Model.
What behavioral traits does it measure?
It measures Trust, Tact, Empathy, Conformity, Focus, and Flexibility.
What proficiencies does it measure?
It measures basic Vocabulary and Numeric proficiency relevant to customer-service work.
What is the company service perspective?
It is the organization's defined standard for how customer service should be delivered. Individual results can be compared with that perspective to examine alignment.
Can we create different models for different service roles?
Yes. Organizations can create Performance Models for different departments, roles, and service environments.
How long does the assessment take?
The current publisher guidance is approximately 30 to 40 minutes, depending on the individual and configuration.
Can Customer Service Profile™ guarantee good service?
No. It adds assessment evidence to the decision. It cannot guarantee performance and should be used with interviews, work samples, references, experience, and other job-related information.
What reports are available?
Reports support selection, candidate matching, multi-job matching, customer-service alignment, coaching, company service perspective comparison, and Performance Model review.