It is important to note that the data provided by this assessment will only be valid and useful if the person completing the questions is as honest and accurate as possible, and focuses on what they perceive to be true at the present time—not what they might or should say if things were a little different in the future.
The Customer Service Commitment Profile is designed to help individuals understand how much “service excellence” is offered to the customer. The profile gathers information from the individual at two levels:
The individual’s personal views about commitment to customer service, and
How he/she sees their organization’s efforts to offer service excellence to customers in general.
Because customer service excellence is a large and broad ranging area, this instrument breaks the subject down into six sub-categories, with scores in each area. The Customer Commitment sub-categories are:
Service leadership, vision and commitment
Feedback and the voice of the customer
Service standards
Empowerment for service
Customer serving processes and systems
Rewards and recognition for service excellence
Instructions
This questionnaire will be easy to complete. Read each statement, and select the choice that most accurately describes:
