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Our Solutions
> Assessments > Service Performance >
Customer Service Commitment Profile
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Discover how committed
you really are to outstanding customer service with this
newly revamped assessment tool.
Customer service is something that's often talked about
but rarely delivered. An important first step to improve
customer service is to look at the current level of commitment
to provide outstanding service that currently exists.
This assessment tool is designed to help you understand
your personal commitment to service excellence, as well
as how you view the commitment levels of your team/organisation.
In addition to highlighting strengths, this profile will
help identify customer service limitations so that people
can more clearly target what needs to change in the following
areas:
Leadership and Vision Casting, Listening to Your Customers,
Setting Standards of Excellence, Empowering Individuals,
Building Processes and Systems, Providing Rewards and
Recognition
Forty-eight questions are asked across these six sub-categories
and answers are entered on a separate carbon sheet. The
scoring is across a four-point scale, ranging from 'Strongly
Disagree' to 'Strongly Agree'. Scores are then plotted
on a Customer Service Commitment Profile, giving a diagrammatic
representation of the current service excellence commitment
for the individual and the organisation (in your view),
and the gap between the two, if any.
General interpretive data is provided in all six areas.
A page for action notes is also included, where the individual
can record development action they would like to take
personally, as well as suggestions for the organisation.
In a group situation, small teams may like to underline
or highlight key points on a category description and
then brainstorm what could be done to improve performance
in the future.
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