Customer ServiceStyles™ (CSS)

The Customer ServiceStyles™ (CSS) provides deep insights into the quality of service provided to internal or external customers/clients by assessing service styles – that is, how service providers approach their work and interact with customers. These insights, coupled with measures of three basic dimensions of customer service (satisfaction, customer loyalty and word-of-mouth) arm organisations with the information they need to elevate service quality to the highest level.

Customer ServiceStyles Survey™

The survey includes 48 statements that describe some of the behaviours and ‘personal styles’ that might be exhibited by organisational members when interacting with customers (either internal or external).

The CSS has been used effectively in a variety of situations including:

  • Business to Business Account Management relationships 
  • Direct retail store customer feedback 
  • Car dealerships exploring their customer’s sales and service experience 
  • Shared Services department seeking internal customer feedback 
  • Call centres seeking users experience

Combining the CSS results from customers, and the Organisational Culture Inventory® (OCI) results from staff, you will have a persuasive ‘burning platform’ to present to your CEO on the need for cultural transformation to adapt your approach to customer service.

Unique characteristics of the Customer ServiceStyles™ (CSS)

  • Links service providers behaviours to service quality outcomes such as customer satisfaction, customer loyalty and customer advocacy 
  • Assesses, not simply what how customers rate the organisation, but why they rate their experience the way they do
  • Integrates with the Organisational Culture Inventory® (OCI) and Organisational Effectiveness Inventory® (OEI) to create a complete picture of internal culture, external service quality and the relationships between the two

 

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