How Remarkable is Your Customer Service?	Click here for a Printer Friendly version of this Inventory
	Please select a number from the drop-down menu: 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?	Please Select 1 3 5
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?	Please Select 1 3 5
3.	Do our customers feel their input really makes a difference?	Please Select 1 3 5
4.	Do we invite our customers to help us in the design of how we provide service?	Please Select 1 3 5
5.	Have we imbedded in our service experience ways our customers can increase their knowledge and/or skill?	Please Select 1 3 5
6.	Do our customer contact employees see “mentoring customers” as a key part of their customer contact role?	Please Select 1 3 5
7.	Are our customers confident their fundamental needs (what they contacted us for) will be met?	Please Select 1 3 5
8.	Do we manage our service processes in a fashion that our customers consistently experience us as very comfortable to do business with?	Please Select 1 3 5
9.	Would our customers say we’re magical to do business with--that encounters are more than fast, friendly & functional?	Please Select 1 3 5
10.	Do customers know from their experience that we can be trusted to keep our promises?	Please Select 1 3 5
11.	When things go wrong are our customers impressed with how we repair their feelings as well as fix their problems?	Please Select 1 3 5
12.	Do customers experience us operating from a “giver” attitude--giving more than we expect to get?	Please Select 1 3 5
		TOTAL:
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