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Illinois industry appointments update - 06/21/2006

National Mortgage Professional
Jun 20, 2006

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.
Published
Jun 20, 2006
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