Customer Service Aptitude Profile (CSAP)

The Customer Service Aptitude Profile is a revision of the original, 1995 CSAP and measures key competencies that can lead to employee success in customer service positions. The CSAP 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 CSAP can help minimise the cost of training resources and lost customers associated with poor hiring decisions. When used for employee development, the CSAP 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

• 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

AREAS OF APPLICATION

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

SOUTH AFRICAN RESEARCH

Although South African research is not currently available, JVR Psychometrics welcomes the opportunity to partner with clients in conducting research studies in their organisations.