Customer Service Aptitude Profile (CSAP)

Customer Service Aptitude Profile (CSAP)

  • Description
  • Additional information
  • Report Options
  • Order & Pricing
  • Updates/News
  • Resources

Description

Authors: Sander I. Marcus, Ph.D; Jotham G. Friedland, Ph.D and Harvey P. Mandel, Ph.D

Purpose Measures traits critical to success in customer service occupations
Administer To Individuals 14 years and older
Reading/Education Level Grade 6 (NQF Level 1)
Administration Time 20 minutes (140 items)
Scoring Options User Portal
Publication Date Revised 2006
HPCSA To be submitted
Training None
Languages: English
SA Norms: No

The Customer Service AP is a convenient assessment which measures traits that are critical to success in customer service. It evaluates the applicant in terms of: customer service strengths, potential strengths, and areas that need development. Validity scales identify applicants who have an unusually positive or unusually negative style of self-presentation—and the scores of those applicants are automatically adjusted.

In addition, the report includes recommendations for training and motivation. This assessment will help you evaluate candidates applying for customer service positions as well as identify training/motivational needs for current employees.

Assessment Scales

This assessment addresses the following:

  • Sales Success: Sales Disposition, Initiative Cold-Calling, Sales Closing
  • Motivation and Achievement: Achievement, Motivation, Competitiveness, Goal Orientation
  • Work Strengths: Planning, Initiative-General, Team Player, Managerial
  • Interpersonal Strengths: Assertiveness, Personal Diplomacy, Extraversion, Cooperativeness
  • Inner Resources: Relaxed Style, Patience, Self-Confidence

Areas of Application

The CSAP can be used for the following purposes:

  • Employee Selection
  • Individual Development
  • Coaching (to ensure an employee reaches their full potential)

© Psychometrics Canada Ltd. All rights reserved.

Additional information

Application Area

Development, Succession Planning, Talent Attraction, Teams

JvR Online

Locale

Psychology Category

Online Availability

Yes

HPCSA Status

No

Research/Required

Yes

Supplier

Psychometrics Canada

The CSAP has the following software report available:

  • Interpretive Report: This report provides information about an individual on customer service strengths, potential strengths and areas that need development. It also includes detailed feedback on customer service and inside sales characteristics, sales success characteristics, motivation and achievement characteristics, work and interpersonal strengths.

© Psychometrics Canada Ltd. All rights reserved.

Pricing

How to order printed material

  1. Download Order Form.
  2. Submit your order form to one of the following offices:

How to order Electronic Reports

  • This assessment is available on the Psychometrics Canada Portal, which enables you to manage the full assessment process.

Terms & Conditions

Please Note:

  • Additional fees will be applicable when requesting Client Services to assist with administration (only applicable where user portals are available and a client chooses not to make use of this facility)
  • Material / Reports only available to suitably qualified users
  • Prices as quoted may change without prior notice
  • Errors and omissions excepted
  • Courier costs are not included in the above quoted prices
    JvR may have to order some of the above items. In such instances delivery times will be extended

© Psychometrics Canada Ltd. All rights reserved.

South African Research

There is South African research available on the Customer Service AP as a case study in a call centre. JvR Psychometrics does however welcome the opportunity to partner with clients in conducting research studies in their organisations.

© Psychometrics Canada Ltd. All rights reserved.

The Customer Service AP is a convenient assessment which measures traits that are critical to success in customer service. It evaluates the applicant in terms of: customer service strengths, potential strengths, and areas that need development. Validity scales identify applicants who have an unusually positive or negative style of self-presentation – and the scores of those applicants are automatically adjusted.