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.
Product Info
Training
None
Age range
Individuals 18 years and older
Administration time
Not specified
Norms
Global
Languages
English
Administration Platform
User Portal
Integrated reports
Available
Author
Jotham G. Friedland, Ph.D, Sander I. Marcus, Ph.D
Publisher
Psychometrics Canada Ltd.
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