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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