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Customer Service Styles Survey™ (CSSS)
The CSSS provides deep insights into the quality of service provided to internal
or external 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.
Audience: Organizations interested in providing excellent
customer service to internal and/or external clients
Most Frequently Used for:
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Identifying how customers are being treated to better understand why
they are satisfied or dissatisfied
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Understanding the impact of organizational culture on customer service
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Validating the need for change on the part of service providers and improving
the quality of the service they offer
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Monitoring the effectiveness of initiatives to improve customer service
Time Required: 10 minutes for customers to complete the
inventory
Format: Paper Computer-Scored
Feedback Provided: The CSSS results illustrate customers’
perspectives of the service providers’ behaviors along 12 styles, organized
into three clusters-- Constructive, Passive/Defensive, and
Aggressive/Defensive.
Presentation of Results: On the circumplex
Associated Outcomes: Constructive service styles are a
prerequisite for excellent customer service. The ways in which providers
approach their work are quite visible to clients and, preliminary studies show
that these styles shape customers’ perceptions of reliability, assurance
(knowledge), and tangibles. Similarly, the ways in which providers interact
with customers are expected to be important determinants of customers’
perceptions of responsiveness, assurance (courtesy), and empathy.
Research and Development by: Robert
A. Cooke, Ph.D.
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Information
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Additional fees may apply for Online and Internet Data Collection (IDC)
products. Please contact us for details.
View wish list | Prices valid only
in the United States
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 Life
Styles Inventory (LSI 1 & 2)
Organizational
Culture and Effectiveness Inventories (OCI/OEI)
Customer Complaint Situation
Envisioning
a Culture for Quality
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