Internal Customer Service Assessment
How well are you meeting the challenges
of providing service within your organization? Because internal
service providers have a bond with their customers that external
vendors simply do not share, they need to judge their behavior by a
new standard.
Unlike any other assessment on the market today, the Internal
Customer Service Assessment illustrates the real differences
between internal and external service. This 30-item assessment is
designed to help internal service providers evaluate how well they
are practicing the behaviors that constitute excellent internal
service — and then assists them through action planning to improve
those behaviors.
Learning Outcomes
-
Evaluate how well an individual meets
the challenges of providing service within the organization
-
Learn which behaviors are effective in
improving internal service
-
Develop more effective service
behaviors
Theory
The Internal Customer Service Assessment is based on relevant
internal service literature and consulting experience. At the center
of the assessment, the Internal Customer Service Model combines both
aspects of the internal service provider’s job. The Model
illustrates the dual focus on what is happening both inside and
outside the organization.
How It Works
The assessment presents 30 statements about customer service.
Individuals transfer their assessment scores to a chart, creating an
Internal Customer Service Profile. This visual profile depicts
strengths and areas of improvement in each of the 6 dimensions of
internal service. The Participant Guides provide for both individual
and group action planning and discussion.
Uses for the Internal Customer
Service Assessment
Internal Customer Service Assessment can be used in
formalized training sessions or in informal group discussions. Use
the Assessment as:
-
Part of an employee orientation program
for internal service providers
-
A discussion starter for internal
service groups
-
The basis of a training program for
internal service
-
An action-planning tool for service
groups
-
A planning tool for internal service
groups whose service ratings are low
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:
-
Administrative guidelines
-
Sample training design
-
Theoretical background
-
Internal Customer Service Model
-
Microsoft® PowerPoint® presentation
(free download)
-
Reproducible masters including
improvement actions for each internal service dimension, case
study, and Group Averaging Chart
-
Action planning
Participant Guide includes:
-
30-item assessment
-
Pressure-sensitive response form
-
Internal Customer Service Model
-
Diagram for creating profile
-
Interpretive information
-
Reflection questions
-
Discussion questions
-
Action planning
|
