Telephone Doctor: Telephone Doctor 10-Point Customer Service Self-Assessment QuizNancy FriedmanCustomer service tips
This month, I wanted to share Telephone Doctor's 10-Point
Self-Assessment Quiz with you. The best total is 50, though few
receive that score. The total that you ring up for yourself and
your company becomes the gap between where you are on customer
service and where you want to be. If your total score falls within
an area you're not happy with, it's time to do something. The quiz
only takes a few minutes, so what do you have to lose? Good
luck!
Telephone Doctor 10-Point Customer Service
Self-Assessment Quiz
When completing this form, think about your experience, your
co-workers' experience and, most importantly, how you'd imagine
your customers might answer each question. To gain greater insight,
copy this assessment and distribute it to others in your
organization, to see how their scores compare to yours. After
reading each question, select a number from one to five, one
signifying that the statement is completely untrue and five
signifying strong agreement.
1. Our entire staff has been comprehensively trained on the
techniques needed to handle, defuse and retain angry customers.
Disagree 1 2 3 4 5 Agree
2. When handling calls from our customers, all of our team
members employ a uniform, effective greeting.
Disagree 1 2 3 4 5 Agree
3. When an employee has a performance shortfall, our managers
are trained to implement a proven coaching process.
Disagree 1 2 3 4 5 Agree
4. Customer contact employees at our organization know how to
present negative information in a positive way.
Disagree 1 2 3 4 5 Agree
5. Our team is skilled at knowing how and when to use a variety
of questioning techniques in its customer interactions.
Disagree 1 2 3 4 5 Agree
6. New employees are well educated on issues such as dress code,
limits on personal calls and steering clear of office politics.
Disagree 1 2 3 4 5 Agree
7. Our customer contact employees do a great job of building
rapport and making our customers feel like friends.
Disagree 1 2 3 4 5 Agree
8. When a team member is having a bad day, that negative emotion
is never obvious to a customer.
Disagree 1 2 3 4 5 Agree
9. At our organization, co-workers are always treated as well as
we try to treat our outside customers.
Disagree 1 2 3 4 5 Agree
10. Customers are usually astounded by the high level of care
they receive from our team.
Disagree 1 2 3 4 5 Agree
Total score:
45-50—If this is an accurate assessment,
I'd like to congratulate you. If your customers rate you this high,
you're obviously doing many things very well. You should focus on
establishing a long-term plan to ensure this level of excellence
continues.
27-44—Most organizations rate themselves
in this range—about average, but still not excellent. How
would your customers likely answer the same evaluation? Your focus
should be on closing the gap between where you are now and where
you should be.
26 or below—Congratulations on
recognizing a shortfall. You've taken the first step on the road to
improvement. The next critical step is beginning the repair
process. You should be focused on improving the level of service at
your organization.
Nancy Friedman is president of Telephone Doctor Customer
Service Training in St. Louis. For more information, call (314)
291-1012 or visit www.telephonedoctor.com.
