| How Remarkable is Your Customer Service? |
Click here for a Web Enabled version of this Inventory |
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| Please enter a 1, 3 or 5 in the box after each question: 1. No, not really 3. Maybe/Sometimes 5. Absolutely Yes | ||||
| 1. | Are communications to and from our customers completely honest, even when we make a mistake? | 1. |
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| 2. | Do we listen and communicate in a fashion that helps us clearly and deeply understand not only our customer’s needs and expectations, but concerns, hopes and aspiration? | 2. |
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| 3. | Do our customers feel their input really makes a difference? | 3. |
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| 4. | Do we invite our customers to help us in the design of how we provide service? | 4. |
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| 5. | Have we imbedded in our service experience ways our customers can increase their knowledge and/or skill? | 5. |
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| 6. | Do our customer contact employees see “mentoring customers” as a key part of their customer contact role? | 6. |
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| 7. | Are our customers confident their fundamental needs (what they contacted us for) will be met? | 7. |
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| 8. | Do we manage our service processes in a fashion that our customers consistently experience us as very comfortable to do business with? | 8. |
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| 9. | Would our customers say we’re magical to do business with--that encounters are more than fast, friendly & functional? | 9. |
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| 10. | Do customers know from their experience that we can be trusted to keep our promises? | 10. |
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| 11. | When things go wrong are our customers impressed with how we repair their feelings as well as fix their problems? | 11. |
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| 12. | Do customers experience us operating from a “giver” attitude--giving more than we expect to get? | 12. |
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TOTAL: |
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Click here to Interpret your Answers Copyright© 2007 chipbell.com |
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