Customer Service

The Customer Service program is designed to assist the individual in assessing and enhancing key emotional intelligence factors for successful customer service. It does this by:

• Identifying eleven key customer service success competencies—The Customer Service Map
• Providing an external (someone who knows the individual) assessment of the individual’s skills in the eleven key customer service success skills—The Customer Service Survey

The Customer Service program helps to identify and eliminate the root causes of failure in the customer service process. By gaining an understanding of individuals’ present levels of functioning in those key customer service success skills, individuals can begin to develop new skills that will enhance their customer service success.


The Customer Service Map was developed from research which identified common characteristics and the resulting behaviors of high-achieving customer service professionals. By completing, scoring, and profiling the results of the Customer Service Map, individuals will gain an understanding of how they see themselves currently applying skills that are known essentials to a high-achieving customer professional. The scales are divided into two major categories—Personal Skills Dimensions and Customer Service Skills Dimensions.

Personal Skills Dimensions:

  • Achievement Drive
  • Contact Initiation
  • Time Management
  • Self-Esteem

Customer Service Skills Dimensions:

  • Rapport
  • Empathy
  • Presentation
  • Impact
  • Feedback Management
  • Closing
  • Service Management

The Customer Service Survey—is a 360-degree assessment. The Customer Service Survey is also an external (done by someone who knows the individual well) rating system. It is intended to validate skills of the test taker of The Customer Service Map.