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Knock Your Socks Off Service
Knock Your Socks Off Service contains 79 statements about
customer service behaviors and practices and a choice of answers. In
most cases, the choice is between yes and no; some statements also
include a “Most, but not all” or “Most of the time” choice. The
following is a sampling of assessment items and the corresponding
choices: Sample Items
Employee Version
We do an excellent job of managing the small details to a
positive outcome.
Yes
No
If I cannot solve a particular customer problem, I can put the
customer in touch with someone else who can.
Yes
Most of the time
No
Manager Version
We almost always follow up with customers to be sure that fixed
problems stay fixed.
Yes
No
We give customer contact people regular opportunities to meet
together and share ideas, problems, and solutions.
Yes
Most, but not all
No |
Excerpted from Knock Your Socks Off
Service Readiness Assessment series, © 1998, Performance Research
Associates, Inc. Published and distributed by Organization Design and
Development, Inc. under exclusive license from the copyright owner. |
