This assessment is designed to provide individuals with insights into their mastery of service skills needed to meet the needs of both the internal and external customer. The instrument is both comprehensive and flexible, addressing all aspects of customer service. Depending on the person’s position and responsibilities, he or she will complete those sections that apply to the individual’s situation.
The assessment is organized into four parts: Part A addresses external customer service; Part B applies to face-to-face customer contact; Part C focuses on customer service behaviors on the telephone; and Part D looks at behaviors when serving the internal customer.
Format: Booklet
