| 39
Much more online at
HRDQstore.comCUSTOMER SERVICE
HRDQstore.com/ customerBecoming 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
HRDQstore.com/ bcssFacilitator 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
HRDQstore.com/ icsaFacilitator 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