HireSmart - Customer Service Profile

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The Customer Service Profile (CSP) is a multiple-choice human resource assessment that evaluates
attitudes proven to be indicative of productive on-the-job performance. The CSP was designed to
help employers whose business depends on providing quality customer service.

improve service quality

encourage customer retention

identify customer service training needs

The CSP scales include:

Customer Service Attitude	assesses the likelihood that the applicant will be courteous and cooperative toward customers and will understand how employee behavior affects customer buying decisions.
Customer Service Aptitude	measures the ability to comprehend common customer service situations and act appropriately.
Sales Aptitude	measures an applicant’s sales skills, sales interest and sales responsibility.
Customer Service Index	a composite score based on customer service attitude, customer service aptitude and sales aptitude.
Validity/Candidness	measures the extent to which the applicant responded to the inventory in a socially desirable manner. Low scores indicate a tendency to exaggerate positive traits and minimize negative qualities. High scores show a greater probability that the applicant's responses are indicative of real attitudes and opinions.
Validity/Accuracy	indicates the degree to which the applicant understood the inventory and carefully and accurately completed it.


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