Customer Service Skills and Skills Appraisal

Written by Drew. Posted in Customer Service Principles.

Use this appraisal to measure your customer service skills and how well you deliver outstanding service to your internal and external customers.  The apprasial will help you to identify areas where you and your employees can improve the service you provide to all your customers. This article includes 20 detailed tips on how to improve your customer service skills and the customer service skills of your staff.

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Customer Service Skills Appraisal
There are millions of service transactions every day.  We live in a service economy with many people employed in some kind of service giving job, which is why you are so important to the economy and the success of your organisation.

 This appraisal has been designed as a self-appraisal of a person’s customer service skills.  However, it can be effectively used to determine the customer service skills of other supervisors or managers and identify areas for improvement.

 Listed below are key customer service skills attributes.  Read each attribute carefully and rate yourself on how well you carry out that attribute every day.  Be honest with yourself.  If you have difficulty with scoring some of the attributes, ask for feedback from your colleagues, or other members of the management team, or members of your own team.

Key Performance Indicator 1    2    3    4    5   
1. I have a clearly defined approach to customer service.          
2. I am a role model for my approach to customer service.          
3. I smile and greet every external customer.          
4. I smile and greet every internal customer.          
5. I use the customer's name whenever possible.          
6. I am friendly towards all customers.          

 

 

 

 

 

 

  A MUST HAVE article for all businesses that want to improve customer service levels.  BUY this practical, easy to use appraisal NOW to use the 37 items in the appraisal to measure your customer service skills, or those of your staff.

 

17/02/2013 13:30