Becoming A Customer Service Star
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.
Learning Outcomes
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Create a profile of individual customer
service strengths and weaknesses
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Recognize the opportunities to improve
customer service and retention
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Identify an individual action plan to
enhance attitude, encourage customer feedback, improve problem
response time, and develop and sustain a positive relationship
with customers
Theory
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.
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"We use
Becoming a Customer Service Star as a front-end assessment for
customer service course development because of its excellent
documentation and the ease with which our participants can
follow it.
The instrument also provides our employees with the
unique opportunity to develop action plans that are linked to
their performance expectations."
Diane D. Rentfrow, NCC
Corporate Dean
Southern California
Water Company |
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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.
What to Order/Product Contents
Order one Facilitator Guide per facilitator and one Participant
Guide per participant.
Facilitator Guide includes:
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Suggested training designs
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Theoretical background
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Normative data
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Blank training outline
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CD-ROM containing Microsoft®
PowerPoint® presentation and reproducible masters including
Certificate of Achievement, Training Evaluation, as well as
overhead transparency masters
Participant Guide
includes:
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25-item assessment
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Pressure-sensitive response form
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Diagram for plotting scores
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Explanation of the 5 Points of Customer
Service
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Discussion questions
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Action planning
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