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....How
Close to the Customer Are You?, by
Donna Deeprose
ASSESSMENT: |
| 1) | During the last six months, have you ever assumed there is nothing you could do, in your job, to impact customer relations? |
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Yes |
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No |
| 2) | During the last six months, have you ever promised something you didn't deliver? |
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Yes |
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No |
| 3) | During the last six months, have you ever talked more than you listened during a discussion with a customer? |
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Yes |
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No |
| 4) | During the last six months, have you ever failed to solve a customer problem the first time it was brought to your attention? |
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Yes |
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No |
| 5) | During the last six months, have you ever failed to empower your employees to solve a customer problem? |
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Yes |
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No |
| 6) |
During the last six months, have you ever blamed another department or co-worker (justifiably or not) for a problem brought to your attention by a customer? |
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Yes |
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No |
| 7) | During the last six months, have you ever acted on your best guess about what a customer wanted? |
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Yes |
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No |
| 8) | During the last six months, have you ever failed to follow up on the delivery of a product or service to ensure that the customer got it, understood how to use it, and was able to get the maximum benefit from it. |
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Yes |
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No |
| 9) | During the last six months, have you ever refused a reasonable-sounding customer request due to a company policy? |
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Yes |
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No |
| 10) | During the last six months, have you ever ignored a customer complaint because it was so minor you knew the customer wouldn't pursue it further. |
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Yes |
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No |
Are you doing your part to build good customer relations for your organization? Here's a quick self-assessment that may produce some surprises, or at least some useful reminders. Answer "Yes" or "No" to each question, then view the result to understand the implications of your response. When you're done completing the test, you'll get an assessment of your appreciation of the customer service role.
Your answer...