Customer ServiceStyles™ (CSS)
Research and Development by Robert A. Cooke, Ph.D.
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 organizations with the information they need to elevate service quality to the highest level.
The survey includes 48 statements that describe some of the behaviours and ‘personal styles’ that might be exhibited by organizational members when interacting with customers (either internal or external).
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 customers' sales and service experience
- Shared Services departments seeking internal customer feedback
- Call centers seeking users' experiences
Combining the CSS results from customers with the Organizational Culture Inventory® (OCI®) results from staff gives you 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 Customer ServiceStyles™ (CSS)
- Links service provider behaviours to service quality outcomes such as customer satisfaction, customer loyalty, and customer advocacy
- Assesses not simply how customers rate the organization, but why they rate their experience the way they do
- Integrates with the Organizational Culture Inventory® (OCI®) and Organizational Effectiveness Inventory® (OEI) to create a complete picture of internal culture, external service quality, and the relationships between the two
Interested In Using CSS?
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