The best results from the Customer Service Commitment Profile will be achieved when you, the assessment taker, provide the most honest and accurate answers possible. By focusing on your own strengths and struggles, and your authentic views of your organization at the present time, your results will be a true snapshot of your current areas for growth, as well as those of the organization in whole.
As you answer the items do your best to think of your own opinions and attitudes towards customers on an average day at work, rather than a time during which things were particularly good or bad.
This assessment profile is designed to help individuals understand how much “service excellence” is offered to the customer by gathering information from your 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
Empowerment for service
Customer serving processes and systems
Rewards and recognition for service excellence
This questionnaire requires that you provide two scores for each statement. Read each statement, and select the choice that most accurately describes:
· Your own view of customer service
· How you believe the organization views customer service