In the age of the Internet and ease of shopping, customers are not easy to keep.
They have choices. Customer relationship activities have the highest impact on customer
retention. Poor customer service results in loss of current business, increased
complaints, negative word-of-mouth and loss of future sales. High defection rates
are the clearest sign that customers feel they are receiving less value from a business
than when they first became a customer. In your retail business, fostering outstanding
customer service is every employee’s responsibility. The impression your employees
create can make or break, not only the current sale, but future sales as well.
Profiles Customer Service Profile - Retail™ measures the competencies and behavioral traits that foster great retail customer service. It helps you identify candidates with superior customer service skills as well as train and coach existing employees to greater success.
The Customer Service Profile looks at six key behavioral traits important for customer service (conformity, flexibility, empathy, focus, trust and tact) as well as basic Proficiencies in Vocabulary and Mathematics. It also reports an individual’s perspective on serving the customer and how it aligns with your business’ perspective.
The reports include a Placement Report, Individual Report, Coaching Report and the Company Perspective Comparison Report which compares your company’s perspective
on providing customer service with the perspective typically found for those in
the retail industry. The Placement Report also includes the Overall Job Match Percent for each applicant when they are matched with the Customer Service Job Match Pattern (or benchmark) for your business.
With this information you can select, coach and train your people to increase customer satisfaction, reduce complaints, build customer loyalty, increase sales and make significant gains in profitability.