Customer ServiceStyles™

The Customer ServiceStyles survey 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 organisations with the information they need to elevate service quality to the highest level.

Audience: Organisations interested in providing excellent customer service to internal and/or external clients

Most Frequently Used for:

• Identifying how customers are being treated to better understand why they are satisfied or dissatisfied
• Understanding the impact of organisational culture on customer service
• Validating the need for change on the part of service providers and improving the quality of the service they offer
• 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: Customer ServiceStyles results illustrate customers’ perspectives of the service providers’ behaviours along 12 styles, organised 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, PhD

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