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CUSTOMER SERVICE
Becoming a Customer Service Star
Third Edition
Bruce R. Matza
Assessment and Workshop, 1.5 hours
Make your customer service goals
a reality.
In today’s business climate, customer service
training is more important than ever. Becoming
a Customer Service Star gives individuals a quick
and accurate picture of their customer service
strengths and weaknesses in five key areas:
• Feel Positively Toward Customers
• Encourage Customer Feedback
• Respond to Customer Problems
• Develop Repeat Relationships
• Seek to Exceed Customer Expectations
The assessment can be used to measure
individual performance, build a service team, or
identify changes needed in policies or operating
procedures. Becoming a Customer Service Star is
appropriate for anyone who has contact with
customers.
L E A R N I N G O U T C O M E S
• Create a profile of individual customer service
strengths and weaknesses
• Recognize opportunities to improve
customer service and retention
• Identify an individual action plan to enhance
service in the five key areas
Facilitator Set Includes facilitator guide, workshop instructions, sample participant materials, and
PowerPoint presentation $181
Paper Self Assessment $17.90
Online Self Assessment $25
QuickStart Training Two hours of telephone coaching for facilitators $450
Internal Customer Service Assessment
Eileen Russo, PhD
Assessment and Workshop, 1 hour
Internal service providers have a bond with their
customers that external vendors simply do not
share, and they need to judge their behavior by
a new standard.
Unlike any other assessment on the market
today, the Internal Customer Service Assessment
illustrates the real differences between internal
and external service. This 30-item assessment
is designed to help internal service providers
evaluate how well they are practicing the
behaviors that constitute excellent internal
service — and then assist them through action
planning to improve those behaviors.
L E A R N I N G O U T C O M E S
• Evaluate how well an individual meets the
challenges of providing service within the
organization
• Learn which behaviors are effective in
improving internal service
• Develop more effective service behaviors
Facilitator Set Includes facilitator guide, workshop instructions, sample participant materials, and
PowerPoint presentation $141
Paper Self Assessment $17.90
QuickStart Training Two hours of telephone coaching for facilitators $450