How do you help a customer service representative improve his or her effectiveness if you're not sure which specific skills needs to be learned or enhanced?
How do you target your CSR training at both the individual and organizational level?
How can you reduce your training budget while increasing effectiveness?
The Customer Service SKillMap™ assessment and development guide helps service professionals pinpoint the specific skills, habits and attitudes they should focus on for improved performance. It includes an assessment of customer service skills in 12 categories (see example below) providing a graphical representation of each individual's unique strengths and growth opportunities.
Individual Assessment and Self-Paced Learning
Individual CSRs can complete the online assessment in less than 20 minutes, then be linked directly to training and development resources based upon their assessment results. A downloadable Development Guidebook helps to focus and structure their learning.
Organizational Assessment and Targeted Training
When a group of CSRs completes the online assessment, a "Manager Dashboard" is available with robust reporting capability to run aggregate group reports by geography, division, business unit, work group, etc. These aggregate reports provide objective analysis of a group's service strengths and development needs. Based on the group results a broad range of training tools are available for targeted skill development:
To find out more you can request a free guest pass which will allow you to experience the online assessment, see the results and understand how focused skill development is linked back to an individual's strengths and development opportunities.
Audio CDs and
The best way to truly understand the effectiveness of this assessment is to experience it. So we would like to offer you the opportunity complete the online assessment and view your results. Just click on the link above for a free guest pass.