Customer Service Styles Survey

What is CSSS?

The CSSS measures the way people in the organisation typically treat customers, that is, the customer’s experience of customer service staff’s behaviour.

The survey includes 48 statements that describe some of the behaviours and ‘personal styles’ that might be exhibited by sales, customer service agents, or others who deal directly with customers. These twelve Customer Service Styles are arranged on a circumplex similar to the other Human Synergistics circumplex diagnostics, for example, the Organisational Culture Inventory® (OCI). Also, included are five service outcome questions.

For more information, see attached Product Information Sheet.

Research Base

Like all our products, the CSSS has undergone extensive testing. We have been collecting research data for the past 5 years from Australia, New Zealand, the U.S.A. and Europe. The 2007 norm has a very strong Australian and New Zealand contribution and contains 1,199 customers from 87 organisational units,

Benefits

The CSSS adds a powerful new tool to your organisational transformation tool kit by its focus on the customer. Combining the CSSS results from customers, and the OCI results from staff, you will have a persuasive ‘burning platform’ to present to CEO’s.

The CSSS 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
• HR department seeking internal customer feedback split by Executive and employees
• Call centres seeking users experience

Download the CSSS product information sheet.