Telephone Doctor® Ten-Point Customer Service Self-Assessment Quiz

If you’re interested in seeing how well you and your company rate on handling customers – here’s an easy quiz for you and your team. (print this using the Social media bar just above this article and click the Orange Plus then choose print)

Ten questions you get to answer on the 1 to 5 rating.   Tally up your score. And see where you land between 1 and 50.

Not too many folks get 45 – 50   So if you do, pat yourself on the back.! Congratulations.

Most folks fall into the 26 – 45 range. And that’s AVERAGE.  Do you want to remain average?

If your score was 26 and under – intensive care is needed.  And we can help.

So have fun… I don’t need to know the score. However, should you want to learn how easy it can be to fix it and turn the dial up…. love to hear from you.

Telephone Doctor® Ten-Point Customer Service Self-Assessment Quiz

Invest three minutes in the health of your organization by completing this Ten-Point Customer Service Self-Assessment Quiz. To gain greater insights, you’re welcome to copy this assessment and distribute it to others in your organization.
When completing this form, think about your experience, your co-workers’ experience and most important, how you’d imagine your customers might answer each question. Select a number from 1 to 5.
 

  1. Our entire staff has been comprehensively trained on the techniques needed to handle, defuse and retain angry customers:

Disagree   1   2   3   4   5   Agree

  1. When handling calls from our customers, all our team members employ a uniform, effective greeting:

Disagree   1   2   3   4   5   Agree

  1. When an employee has a performance shortfall, our managers are trained to implement a proven coaching process:

Disagree   1   2   3   4   5   Agree

  1. Customer contact employees at our organization know how to present negative information in a positive way:

Disagree   1   2   3   4   5   Agree

  1. Our team is skilled at knowing how and when to use a variety of questioning techniques in their customer interactions:

Disagree   1   2   3   4   5   Agree

  1. New employees are well educated on issues such as dress code, limits on personal calls and steering clear of office politics:

Disagree   1   2   3   4   5   Agree

  1. Our customer contact employees do a great job of rapport building and making our customers feel like friends:

Disagree   1   2   3   4   5   Agree

  1. When a team member is having a “bad day,” that negative emotion is NEVER obvious to a customer:

Disagree   1   2   3   4   5   Agree

  1. At our organization, co-workers are always treated as well as we try to treat our outside customers:

Disagree   1   2   3   4   5   Agree

  1. Customers are usually astounded by the high level of care they receive from our team:

Disagree   1   2   3   4   5   Agree 

Total Score: ________ 

45-50 – If this is an accurate assessment, we’d like to congratulate you. If your customers rate you this high, you’re obviously doing many things very well. We’d like to speak with you about establishing a long-term plan to ensure this level of excellence continues.

27-44 – Most organizations rate themselves in this range, about average, but still not excellent. How would your customers likely answer the same evaluation? We invite you to learn more about our solutions so we can help you close the gap between where you are now and where you should be.

26 or below – Congratulations on recognizing a shortfall. You’ve taken the first step on the road to improvement. The next critical step is begin steps to fixing it.    We look forward to working with you on improving the level of service at your organization www.telephonedoctor.com.

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Nancy Friedman, customer service keynote speaker, is president of Telephone Doctor Customer Service Training and a featured speaker at franchise, association, and corporate meetings around the world. A popular TV guest, she appeared on Oprah, The Today Show, CNN, FOX News, Good Morning America and CBS This Morning, as well as hundreds of other radio, television and print outlets around the world, including the Wall Street Journal, and USA Today. The author of 9 books on her chosen topics, Nancy helps corporate America improve their communications with their customers & co-workers. You can see her 9 books here. For more information, log on to Nancy Friedman's website www.nancyfriedman.com or call (314) 291-1012. Oh yeah you can email her at nancyf@telephonedoctor.com. Nancy is a recent recipient of the Lifetime Achievement Hall of Fame Award - St. Louis Small Business Monthly

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