Customer Service Assessment Copy

1. In my business there’s a clear, company-wide, well understood definition of customer service excellence.

2. There’s a set procedure about how to communicate the customer service vision on a regular basis using multiple channels.

3. There’s weekly observation in the field by management of real, live customer service to evaluate effectiveness.

4. Our company shares well-known customer service stories that demonstrate excellent customer service.

5. There’s regularly scheduled formal training and role playing of customer service situations to test and practice responses.   

6. Specific systems and processes are in place to solicit customer feedback, to understand it and to make sure it’s applied.

7. Customer service training is scheduled and never-ending.

8. Training is provided on active listening and understanding exactly what customers are saying.

9. Everyone on staff can clearly and quickly define the difference between excellent, average and poor customer service.

10. Customer service performance is tracked all the time.

11. The staff is held accountable for delivering excellent customer service.

12. There are specific consequences that are well understood by the staff for delivering good and bad customer service.

13. Tangible rewards and promotions are given to those who deliver “over-the-top” customer service.

14. There’s a daily dialogue between staff and management about customers and their needs.

15. Service standards are adjusted based on customer comments and changing customer needs.

16. There’s a process in place to insure that documented customer service problems don’t reoccur.