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Everyone has a favorite customer service story, but few people can identify the specific behaviors that will result in outstanding service. Executives, managers, and employees all have different, pre-conceived ideas of what constitutes great customer service. And since each person, with his or her personal values and ideas, impacts the customer, the need to change behaviors associated with customer service must begin with the individual.
With Becoming a Customer Service Star, employees and managers evaluate their behavior in 5 critical service areas, examine their attitudes about service, and learn ways to boost their customer service performance.
- Create a profile of individual customer service strengths and weaknesses
- Recognize the opportunities to improve customer service and retention
- Identify an individual action plan to enhance attitude, encourage customer feedback, improve problem response time, and develop and sustain a positive relationship with customers
Five categories of excellent customer service have been identified based on current theories of customer service, as well as the author's personal experience in consulting with customer service personnel.
How It Works
The assessment presents 25 statements about customer service. Individuals transfer their assessment scores to corresponding points of a star-shaped graph. When these points are connected, a star emerges and it s usually lop-sided. The varying lengths of the star s points create a clear picture of individual strengths and weaknesses. Discussion questions help spark creative new ideas for improvement.
Uses for Becoming a Customer Service Star
Becoming a Customer Service Star can be used for individual analysis, as a measure for personal development, a picture for building a service team, or as an opportunity to identify changes needed in policies or operating procedures. As with all HRDQ tools, the assessment is effective when used alone or as a part of a larger training program.
The Becoming a Customer Service Star Starter Kit comes with a Facilitator Guide and five Participant Guides.
The Facilitator Guide includes:
Suggested training designs
Blank training outline
CD-ROM containing MicrosoftÂ® PowerPointÂ® presentation and reproducible masters including Certificate of Achievement, Training Evaluation, as well as overhead transparency masters
The Participant Guide includes:
A 25-item assessment
Pressure-sensitive response form
Diagram for plotting scores
Explanation of the 5 Points of Customer Service
HRDQ s commitment to theory-driven products and services starts with our Research & Development Team. Our development process is the backbone of all of our products and services, whether we re creating off-the-shelf learning instruments or custom interventions. All team members hold advanced degrees, are trained in behavioral science research techniques, and have practical training experience, so you can be assured all HRDQ products are professionally developed and scientifically tested.