CMI's Q3© Customer Satisfaction Programs Competency Management's Q3© Customer Satisfaction Programs are based on our research into what actually plays a critical role in achieving sustained customer satisfaction. To be effect an organization must have accurate and representative measurement of the three interrelated cornerstones of customer satisfaction: Product Quality Procedural Quality Relationship Quality Our Q3© Customer Satisfaction Programs are tailored to each client's objectives. Most include benchmark and competitive data. All are designed to meet documentation and proactive quality management systems of the latest ISO 9001 requirements. Customer Service and Customer Satisfaction CMI Helps You Select the Right People!

If you really want to deliver excellent customer service, you have to start with people who are willing and able to make it happen. CMI has designed The Customer Service Selection Tool to help you objectively select candidates who are already oriented toward servicing others thereby increasing your probability of success. In addition, the same instrument can also be used as an effective way to train current incumbents regarding their customer service skills.

For each client, we build scenarios to reflect easily understood interactions of people in their typical environment. Candidates are asked to select from five alternative courses of action the one that is most similar to what they would do. The scoring key is specifically designed and validated for your application. Candidates results are profiled as "highly recommended", "recommended" and "not recommended" for further consideration.

Instrument Features -- Electronic, Video or paper-and-pencil format. Paper-and-pencil version can also assess reading capability. Scenarios designed specific to client's environment. It takes only 15 to 20 minutes to complete. On-site simple to use scoring. Easily administered to any number of candidates at one time.

Your Benefits -- Improved Customer Service. Reduced Turnover. Historically, no adverse impact on protected classes. Consistently validated against actual on-the-job customer service performance. Less time spent training new hires. Decreased performance issues relating to customer service deficiencies. Improved teamwork.

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