After the five previous articles about customer service, here’s a
chance to see how you and your employees are doing.
The 15 statements that follow relate to working with and providing
service to customers. Rate yourself on each item using
the scale below, and then total your score at the end.
Always . . . . . . . . . . . . . 0 points
50% + of the time . . . . . . . 2 points
Sometimes . . . . . . . . . . . 3 points
Rarely . . . . . . . . . . . . . 4 points
Never . . . . . . . . . . . . . 5 points
I try to learn all I can about my company and its
services so that I can really help customers.
I try to get on the same “‘wavelength” with each customer
I meet.
My personal philosophy is that the customer always
comes first.
If I can’t help a customer, I try to get help from a
colleague or manager.
I try to be friendly and courteous toward all our
customers.
I give our customers adequate time to explain a problem or situation.
I am willing to work with a customer past quitting
time if necessary.
I avoid showing irritation with customers, no matter
what.
I work hard at providing the right answer or solution
the first time.
Customers see me as someone with whom they like
to deal.
I speak highly of the services our company provides.
I avoid saying negative things about competitors,
customers or co-workers.
I end social conversations whenever a customer is
waiting in person or on the telephone.
I willingly help coworkers with customers, whenever
possible.
I have a clear understanding of the customer service
standards at my company.
TOTAL
The scoring on this quiz is inverse; a perfect score is zero. If you
feel your score is too high, you should probably go back and
read the previous five articles.
About the Author
L. Douglas Mault is president of the Executive Advisory Institute,
Yakima, Wash.
