Includes facilitator guide and six print self assessments.
Facilitator Guide contents:
- Administrative guidelines
- Background information
- Sample training design
- Blank training outline
- Sample copy of re-formatted Self Assessment
- CD-ROM containing reproducible content
- Microsoft PowerPoint presentation
- Certificate of achievement template
- Training evaluation template
- Overhead transparency masters: tear-out pages from the back of the facilitator set that you can copy to create your own overhead materials
- Convenient 3-ring binder format
How It Works
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.
Learning Outcomes
- Create a profile of individual customer service strengths and weaknesses
- Recognize the opportunities to improve customer service and retention
- Identify an individual action plan to enhance service in the five key areas
Time Required
1.5 hours