Customer Service SkillMap Development
Individual Assessment and Self-Paced Learning
Individual Customer Service Representatives can complete this online assessment in less than 20 minutes, then may be linked directly to training and development resources, based upon their assessment results.
A downloadable Development Guidebook helps to focus and structure their learning.
Organisational Assessment and Targeted Training
When a group of Customer Service Representatives complete the online assessment, a "Manager Dashboard" is available with robust reporting capability to run aggregate group reports by geography, division, business unit, work group, etc. These aggregate reports provide objective analysis of a group's service strengths and development needs. Based on the group results a broad range of trainer facilitation and training tools are available for targeted skill development including:
- e-learning courses
- Audio CDs
- Facilitator Guide (for onsite workshops delivered by Performance partners or by your trainers)
To find out more you can request a free guest pass which will allow you to experience the online assessment, see the results and understand how focused skill development is linked back to an individual's strengths and development opportunities.
Facilitation and Coaching Guide
Provides a detailed guide for with a fully scripted workshop for each of the 12 skill categories. Handouts, overhead masters and PowerPoint presentations are also included for each workshop.
Provides complete training in each of the 12 skill categories. Individuals can complete the entire program, but most instead focus only on the skill categories that were identified as development opportunities by the assessment.
Audio CDs and Podcasts
Audio reinforcement is available for each of the 12 skill categories via audio CD or podcast. Every audio reinforcement program is designed to reinforce the new skills, habits and attitudes that are emphasized in the Facilitated workshops.
Free Guest Pass !
The best way to truly understand the effectiveness of this assessment is to experience it. So we would like to offer you the opportunity complete the online assessment and view your results. Just click on the link above for a free guest pass.