Reveal their core strengths and weaknesses using this precise and powerful assessment tool, and help them reach their full potential.

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What does it measure?

The CSAP measures key qualities such as Cooperativeness, Personal Diplomacy, Patience, Relaxed Attitude and Sense of Achievement. These results bring to light a person’s current customer service aptitude, but also how they could flourish ad perform in the future.

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Why is it important?

Your customer service people are often seen as the face of your organisation. Using a scientifically valid and reliable tool to assess and develop their skills will help you show your best face to the world and boost your overall performance.

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Reliability & Validity

The CSAP shows high reliability, meaning that if retested under similar conditions, the results are consistent.

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It also shows high validity. This means it’s precise in reflecting the qualities it sets out to measure. This has held up over years of research findings and business practice around the world.

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Our certification

You will become fully certified to use the CSAP to identify and assess customer service strengths and weaknesses in your people or potential hires. Meanwhile, we will provide all the post-certification support you need to make the very most of this tool in your organisation.