Service representatives must posses a wide range of competencies in order to perform their jobs well. These abilities include certain knowledge, skills, and attitudes that support task completion as well as relationship functions. Knowledge includes facts, rules, and concepts necessary to complete a task; skill is the ability to actually execute the task. For example, to answer customer questions, representatives must know certain procedures, but also might need skills to access the computer, analyze the information, or fill out a form. Finally, attitudes are one’s personal values and orientations toward the work done. Customer service representatives are expected to have a favorable attitude about working well with other people.
Directions: Examine your overall job performance and respond to each statement below in terms of your ability to respond to customer needs.
5 = Always | 4 = Often | 3 = Sometimes | 2 = Seldom | 1 = Never |
| 5 | 4 | 3 | 2 | 1 | |
I use clear communication when keeping my customers informed. | ||||||
| 5 | 4 | 3 | 2 | 1 | |
I show concern for my customers’ feelings and viewpoints. | ||||||
| 5 | 4 | 3 | 2 | 1 | |
I make decisions to take action aimed at meeting customer needs. | ||||||
| 5 | 4 | 3 | 2 | 1 | |
I portray a high level of vigor, alertness, and attentiveness. | ||||||
| 5 | 4 | 3 | 2 | 1 | |
I can adapt my style in response to customer needs and personalities. | ||||||
| 5 | 4 | 3 | 2 | 1 | |
I fulfill promises and commitments in a timely and responsive manner. | ||||||
| 5 | 4 | 3 | 2 | 1 | |
I take action that meets or exceeds customer needs. | ||||||
| 5 | 4 | 3 | 2 | 1 | |
I maintain high ethical standards and act with credibility. | ||||||
| 5 | 4 | 3 | 2 | 1 | |
I understand organizational policies, procedures, products, and services. | ||||||
| 5 | 4 | 3 | 2 | 1 | |
I develop effective approaches using available information. | ||||||
| 5 | 4 | 3 | 2 | 1 | |
I derive satisfaction and fulfillment from dealing with customers. | ||||||
| 5 | 4 | 3 | 2 | 1 | |
I gain customer acceptance of ideas, products, and services. | ||||||
| 5 | 4 | 3 | 2 | 1 | |
I organize my work and prepare for customer interactions. | ||||||
| 5 | 4 | 3 | 2 | 1 | |
I handle problems, unpredictable events, and other job pressures well. | ||||||
| 5 | 4 | 3 | 2 | 1 | |
I establish high personal standards for providing customer service. | ||||||
Total:_________ | ||||||
Scoring:
68–75 | Excellent service |
60–67 | Good service |
51–59 | Satisfactory service |
50 and below | Marginal service |
1. | __________________________________________________________________________ |
2. | ___________________________________________________________________________ |
3. | ___________________________________________________________________________ |
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 those areas needing improvement. Brainstorm a list of specific actions that should be taken to remedy problems in the work environment that are hindering individuals from providing quality service.