1. When conversing with a customer, I give them my complete attention. I am not distracted or doing multiple things.
2. I make "eye contact" when meeting with a customer, and I use good positive voice tone with phone contacts.
3. I convey immediate interest in their problem or issue, follow up completely, and track my actions for later reference.
4. I return voicemail, email, and requests for information right away, or within the same day.
5. When I have to put a customer on hold on the phone or when I have to do research, I inform customer of what I am doing and get their permission.
6. I avoid overly technical explanations when conveying information or answers.
7. I apologize when a mistake has been made, and offer to remedy the matter quickly.
8. When a customer is upset, I remain calm and focused in the conversation, acknowledge their frustration, and stay in control.
9. If I do not have the answer, I tell them when I will call them back and do.
10. If I transfer a customer, I make sure they got through, or give them my name and number.
11. I close the service by asking how satisfied they were (e.g. "Did you get all your questions answered? Is there anything else you need?").
12. I maintain my "emotional intelligence" and do not get overly emotional when attacked, frustrated, or disappointed.
Total: 0 Bronze (36 points possible)
Your Score and Level:
Platinum Club: 36 points Gold: 30 to 35 points, great! Silver: 18 to 27 points, you could tarnish your interests. Bronze: less than 18 points, whoops! Wrong job?
Which ones do you need to work on?
The Right Tool
for the Right Job & Team
If you have taken one of Michele's seminars or heard her speak, you know she has several checklists, worksheets, and "tools" you can tailor to your needs.
Michele also provide self assessments you can use to become efficient or effective as a team or organization.
Most tools are free to use. Some Assessment tools are distributed by and priced by unit.
