This Customer Service Commitment profile is designed to help individuals understand how effective they are at providing excellent customer service. This is done by looking at how the individual assesses their own effectiveness, as well as how well they think the organization as a whole is doing in the area of customer service excellence.

Customer Service is a broad and often complex subject. This assessment breaks the subject down into six areas:

1. Service Leadership, Vision, and Commitment

2. Feedback and the Voice of the Customer

3. Establishing Service Standards

4. Empowering People to Serve the Customer

5. Customer-Serving Processes and Systems

6. Rewards and Recognition for Service Excellence

Employees can also rate themselves in several competency areas widely considered to be critical to the ability to provide exemplary service:

• Temperament/disposition

• Attentive listening

• Communicating clearly

• Resolving conflict

• Engaging in joint problem solving

• Carefully negotiating

• Building warmth and empathy

The questionnaire uses graduated response scales (almost never to almost always) that help employees draw accurate conclusions about how skilled they presently are in customer service.

The tool quickly generates insights that deliver results again and again as employees seriously consider how well they:

• Demonstrate an open, give-and-take attitude toward other people and customers

• Hear and understand customers and help them successfully convey what they think and feel

• Make themselves understood when communicating with all kinds of people

• Use a positive, constructive, and solution-focused approach whenever conflict arises

• Analyze situations and customer concerns and suggest actions that can help resolve problems

• Negotiate to create mutually beneficial outcome

• Build a spirit of trust and sincerity to make customers feel they identify with them and care about their concerns.