Quality customer service requires strong leadership; skilled management; effective teamwork; and skilled, caring, and motivated people on the front line. This partnering spirit also must be supported by appropriate knowledge, skills, processes, and standards.
Directions: Assume the average situation when responding to the following statements.
1. | When handling telephone calls from customers, all team members use a uniform established greeting. | ||||||
Strongly Disagree | 1 | 2 | 3 | 4 | 5 | Strongly Agree | |
2. | Team members have been given comprehensive training on the techniques needed to handle and resolve customer complaints. | ||||||
Strongly Disagree | 1 | 2 | 3 | 4 | 5 | Strongly Agree | |
3. | New employees are well educated on such issues as dress code, office regulations, and work environment. | ||||||
Strongly Disagree | 1 | 2 | 3 | 4 | 5 | Strongly Agree | |
4. | Team members are skilled at knowing how and when to use a variety of questioning techniques in their customer interactions. | ||||||
Strongly Disagree | 1 | 2 | 3 | 4 | 5 | Strongly Agree | |
5. | Team members know how to present negative information to customers using a positive approach. | ||||||
Strongly Disagree | 1 | 2 | 3 | 4 | 5 | Strongly Agree | |
6. | Team members do a great job of building rapport with customers and making them feel good about doing business with us. | ||||||
Strongly Disagree | 1 | 2 | 3 | 4 | 5 | Strongly Agree | |
7. | Customers are usually impressed by the high level of care our team provides to them. | ||||||
Strongly Disagree | 1 | 2 | 3 | 4 | 5 | Strongly Agree | |
8. | When a team member is having a bad day, negative emotions are never obvious to a customer. | ||||||
Strongly Disagree | 1 | 2 | 3 | 4 | 5 | Strongly Agree | |
9. | When an individual team member has performance problems, the leader uses an effective coaching process to help. | ||||||
Strongly Disagree | 1 | 2 | 3 | 4 | 5 | Strongly Agree | |
10. | In our team, coworkers are treated as well as we try to treat our customers. | ||||||
Strongly Disagree | 1 | 2 | 3 | 4 | 5 | Strongly Agree | |
To the Facilitator
Distribute a copy of the assessment to each team member in printed form or by e-mail. Collect the completed evaluations and calculate the average scores for each statement. Conduct a follow-up discussion session to report the results and to explore issues that may be affecting team performance. Identify specific actions that the team can take to improve its ability to provide quality-driven customer service. You can use the survey to monitor improvement efforts by redistributing the evaluation form in approximately 3 to 6 months and comparing ratings.