Human Synergistics Diagnostic
Turn service culture
into customer loyalty
Customer Service Styles (CSS) measures the service-related behaviours members believe are expected of them when serving customers — connecting how people are expected to behave with the satisfaction and loyalty of those they serve.
Make your service culture visible
From Human Synergistics, CSS captures the service behaviours members believe are expected of them and maps them onto the familiar Circumplex. It moves service culture from something you hope for to something you can see, measure, and improve.
Three clusters of service styles
CSS maps service behaviours across 12 styles on the Human Synergistics Circumplex, organised into the same three clusters used by the OCI and LSI.
Constructive styles
Genuine, responsive, customer-focused behaviours that build trust and create service people remember.
Passive / Defensive styles
Behaviours that lead members to play it safe and follow the rules rather than truly serve the customer.
Aggressive / Defensive styles
Behaviours that put internal pressures, targets, and status ahead of the customer in front of them.
How it works
CSS captures the service behaviours expected across your teams, maps them onto a proven framework, and contrasts today’s service culture with your ideal.
Step 1
Measure expected service behaviours
Members rate the service-related behaviours they believe are expected of them when serving customers.
Step 2
Map onto the Circumplex
Results are plotted on the same Human Synergistics Circumplex used across the OCI and LSI, in three clusters.
Step 3
Compare current vs ideal
See the gap between today's service culture and the ideal, and target the styles that close it.
Why it matters
Service culture drives loyalty
The behaviours members believe are expected of them shape every customer interaction. By making those expectations explicit, CSS links your service culture directly to customer satisfaction, retention, and loyalty.
- Make your service culture visible and measurable
- Reveal the gap between current and ideal service behaviours
- Strengthen customer satisfaction, retention, and loyalty
- Align service expectations with your brand and values
- Track improvements in service culture over time
What you get
A clear, measurable picture of your service culture — and a shared target for raising it.
Customer satisfaction
Connect the behaviours members are expected to show with how satisfied your customers actually feel.
Loyalty and retention
Build the constructive service styles that turn one-off transactions into lasting relationships.
A shared language
Use the familiar Circumplex so service teams and leaders describe great service the same way.
A clear, measurable target
Define what ideal service looks like with the same framework used to measure where you are today.
Better service every day
Shift everyday behaviour towards genuine, responsive service that customers notice and reward.
Momentum over time
Re-measure to demonstrate progress and keep service culture improving with evidence, not assumptions.
Accredited practitioners
Our team is accredited to administer and debrief CSS. Talk to one of our qualified practitioners to get started.
Ready to raise your service culture?
Talk to us about using Customer Service Styles to make your service culture visible, reveal the gap to your ideal, and strengthen customer satisfaction and loyalty.
Get in touch
- Address
- Level 2, 151 Herdsman Parade, Wembley, WA 6014
- Telephone
- 08 9287 1041
- info@veraison.com.au