Customer Service Behaviors Self Assessment and Self Training Guide
Finally, an assessment and self training process that gets to the heart of front line customer service issues and behaviors.
This assessment and personal improvement process targets all employees who interface directly with customers including:
Retail Clerks
Hospitality Staff
Wait persons
Telephone Workers
Sales People
and anyone who serves the customer directly
This rich assessment applies the customer satisfaction research that applies to service behaviors which affect:
The Customer-Supplier Relationship
Presentation and Demonstration of the Supplier's Products and Services
Timely Attention to the Customer
Front line Service Behaviors of Courtesy, Attentiveness, and Professionalism
Creating a Welcome Environment for Customers
Making Processes Customers Follow More Efficient
Presenting Value to the Customer
Product, Systems and Company Knowledge
Demonstrating Best Practices
and much more..
The self assessment process can be applied alone or in a group setting, used as a feedback instrument or even filled out by customers. A primer on cusomter satisfaction values is included, 30 question assessment, measuring the statistical predictors of satisfaction with results plotted on the Customer return and Recommend curve, so frontl line service personnel understand the potential positive or negative impacts of their servie behaviros.
The final part is an itel by item improvement planning process that can be implemented as an individual commitment to improvement (as with a supervisor review) or implemented in a group setting. Participants find the information presented enlightening and will learn how service behaviors are important to cusotmer satisfaction and how important this can be for any business.
Downloading this assessment will give you rights to copy as many assessment booklets as you need for use with one company or location.
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