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Measure-X
6227 North 15th Street
Phoenix,
AZ 85014
888-644-5499
602-230-2579
602-230-0035
(fax)
David@measure-x.com
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Customer Service Survey
These are challenging times
for customer service. Not just because of the economy, but because
communication remains an ongoing challenge – and communication is the heart of
customer service.
If we could all walk in one another’s shoes for a few minutes, from customers
to vendors to fellow co-workers, we could then gain a perspective from all
sides, which would certainly ease the challenges of running a profitable
business.
But your customer’s really don’t care about your challenging times. What they
do care about is that you demonstrate with your actions and words that you do
care about them!
Please complete the following Customer Service Survey. Read each question
carefully. Keep in mind the consistency with which you display these skills.
Consider 1 as NEVER, 2 as RARELY, 3 as OCCASIONALLY, 4 as OFTEN, and 5 as
ALWAYS.These are challenging times for customer service. Not just because of
the economy, but because communication remains an ongoing challenge – and
communication is the heart of customer service.
If we could all walk in one another’s shoes for a few minutes, from customers
to vendors to fellow co-workers, we could then gain a perspective from all
sides, which would certainly ease the challenges of running a profitable
business.
But your customer’s really don’t care about your challenging times. What they
do care about is that you demonstrate with your actions and words that you do
care about them!
Please complete the following Customer Service Survey. Read each question
carefully. Keep in mind the consistency with which you display these skills.
Consider 1 as NEVER, 2 as RARELY, 3 as OCCASIONALLY, 4 as OFTEN, and 5 as
ALWAYS.
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Never Always |
|
1.
I greet every customer
in a courteous and friendly manner whether in person or on the phone. |
1 2 3 4 5 |
|
2.
I always use a
pleasant tone of voice and choice of words. |
1 2 3 4 5 |
|
3.
When my customers speak to me
concerning their needs and problems, I always listen
carefully. |
1 2 3 4 5 |
|
4.
With every interaction
I tell my customer that I appreciate their business. |
1 2 3 4 5 |
|
5.
I never use
technical jargon. I always use terms that my customers
understand. |
1 2 3 4 5 |
|
6.
I am friendly with all
of my customers whether or not they are friendly to me. |
1 2 3 4 5 |
|
7.
Every time
I make a promise to a customer, I always follow through.
|
1 2 3 4 5 |
|
8.
I always identify
my customers’ needs and appropriately match our products and services
to satisfy his or her needs. |
1 2 3 4 5 |
|
9.
I always
try to resolve unhappy customers’ challenges in a way that is
satisfactory to both of us. |
1 2 3 4 5 |
|
10.
I always
apologize for the problem they have experienced and try to resolve the
problem promptly. When a customer complains, I realize that it’s an
opportunity to solve the problem because the customer wants to
continue to be a loyal customer. |
1 2 3 4 5 |
|
11.
I always try to
look at the problem from the customer’s perspective. |
1 2 3 4 5 |
|
12.
I smile every time
I interact with a customer in person or on the telephone. |
1 2 3 4 5 |
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DID YOU PASS YOUR CUSTOMER SERVICE “CHECKUP?”
If you scored at least 60, you rate excellent. If your score is lower, take the
time to review these questions. Even though you may be committed to superior
customer service, it may not always be evident in your daily customer
interactions. Remember, consistency of mood and attitude is critical in service.
Treating people well, or not, according to one’s whim of the moment is not what
service excellence is about. Consistently treating them well will separate you
from your competition.
- Give a friendly greeting. Say “Good
Morning” or “Good Afternoon”. “My name is… how may I help you?”
- Smile! A smile always comes across in your
tone of voice whether on the phone or in person.
- If a customer is rude, don’t take it
personally. He or she is probably just having a bad day and did not intend
to take it out on you. Just be polite and friendly. Make it a good
interaction so they can come away with a good feeling. Maybe you can get a
smile out of them. Being rude back, whether intentional or not, can escalate
the problem.
- Find out what your customer needs or wants.
Then help them get it.
- Show them that you care about their
concerns. Listen to his or her concerns and work to solve the problem to the
satisfaction of everyone.
- If you don’t know the answer, don’t just
tell them you don’t know. Ask if you can place them on hold while you find
the answer, or ask them if you can call back. Remember to get their name and
phone number. Then make sure you call back promptly.
- Thank the customer for calling or stopping
buy.
Workplace changes are
becoming even more commonplace as the job market becomes tougher every year. If
your company is like many others, there have been at least a few workplace
changes made. Some of the changes that are most common are: new employees to
work into existing teams, a new manager or supervisor taking over, new policies
to get accustomed to, or complete restructuring of the company. Next weeks
newsletter will have tips for communicating the changes happening in your
company to your team and ways to cope with the changes on your end.
MEASURE-X
6227 North 15th Street, Phoenix, AZ 85014
888-644-5499
www.measure-x.com
The Customer Service Training Experts!
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