Customer Service Skills Profile Leader's Guide

This easy-to-use assessment solves one of your biggest headaches in customer service - ensuring consistency in your staff's performance. How? By giving employees a clear picture of their unique strengths and areas they need to work on - and the motivation to acquire all the skills of an all-around good customer service giver.

Employees can rate themselves in seven 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.