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Sample Report
A Personal "Customer Service" Operations Manual
Successful business depends on Customer Service.
Effective customer service begins with an accurate perception of our own work behavioral style.
It is essential to understand that every employee is involved in customer service. Everyone in every organization is a customer of some kind. It has been proven that customers would rather switch to another company than tolerate poor service. Research indicates, even if there is no conflict, over 60% of all customers quit dealing with a business because of indifference on the part of some employee. The ability to interact effectively with customers may be the critical difference between success or failure in our work life. Effective customer service begins with an accurate perception of our own work behavioral style. This report was designed to quantify information on how you see your own behavior in the workplace. That information may then be used for you to learn how others perceive your behavior. This knowledge will assist you in formulating strategies in meeting customer needs.
General Characteristics . . . Based on your responses to the instrument, this analysis has selected general statements to provide you with a broad understanding of your Customer Service Style. This analysis identifies the natural customer service style you bring to the job.
Perceptions . . . Your behavior and feelings are quickly telegraphed to others. This analysis provides information on your self-perception and how, under certain conditions, others may perceive your behavior. You and your leader can use this information to develop strategies that will empower you to project the image that will result in effective interactions with other team members.
Customer Service Flexibility . . . Since customers are different, the needs they have, and that must be met, are also different. This analysis provides information you and your leader can use to develop strategies for you to identify types of customers. With that knowledge you can then develop strategies to meet the customer's needs.
Situational Strategies . . . This analysis provides ideas on how to control the interaction between your and your customer when the customer is upset. You must first gain control of the situation. You must then identify the customer's communication style and apply the appropriate communication strategies.
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