Customer Service Commitment Profile (Team Discovery Series)

Customer service is something that's often talked about but rarely delivered. An important first step to improve customer service is to look at the current level of commitment to provide outstanding service that currently exists.

This assessment tool is designed to help you understand your personal commitment to service excellence, as well as how you view the commitment levels of your team/organisation.

In addition to highlighting strengths, this profile will help identify customer service limitations so that people can more clearly target what needs to change in the following areas:

- Leadership and Vision Casting

- Listening to Your Customers

- Setting Standards of Excellence

- Empowering Individuals

- Building Processes and Systems

- Providing Rewards and Recognition

Forty-eight questions are asked across these six sub-categories and answers are entered on a separate carbon sheet. The scoring is across a four-point scale, ranging from 'Strongly Disagree' to 'Strongly Agree'. Scores are then plotted on a Customer Service Commitment Profile, giving a diagrammatic representation of the current service excellence commitment for the individual and the organisation (in your view), and the gap between the two, if any.

General interpretive data is provided in all six areas. A page for action notes is also included, where the individual can record development action they would like to take personally, as well as suggestions for the organisation.

In a group situation, small teams may like to underline or highlight key points on a category description and then brainstorm what could be done to improve performance in the future.