Customer Service - Region One ESC

Customer Service/Internal Staff
Self-Evaluation
Use the following numbers to evaluate each question.
0= Rarely 1= Sometimes 2=Often 3=Almost Always
____ When having a conversation with a staff member, do I give him or her complete
attention and avoid doing other activities (working on the computer, writing
unnecessarily, doing a crossword puzzle, etc.)
____Do I make eye contact when speaking with a staff member to show that I am paying
attention?
____When speaking to a staff member over the phone, do I make an effort to use
inflection in my voice to convey interest and concern?
____Do I answer the telephone by the third ring?
____When I need to put a staff member on hold, do I ask his or her permission and wait
for a response before doing so?
____Do I avoid technical jargon and use language that the staff member can understand?
____When I cannot provide my staff member with exactly what he or she wants, do I
suggest options or alternatives?
____Do I sincerely apologize to the staff member when a mistake has been made by me
or someone in our organization?
____When a staff member is voicing a complaint; do I remain calm and understanding—
even if I think he or she is wrong?
____Do I view staff member complaints as an opportunity to improve service rather than
as a problem that is taking up valuable time?
____TOTAL SCORE Customer Service for Dummies, 1999
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