HRDQ

CUSTOMER SERVICE

HRDQstore.com/ customer

Becoming a Customer Service Star Third Edition Bruce R. Matza Assessment and Workshop, 1.5 hours Make your customer service goals a reality.

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

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

HRDQstore.com/ bcss

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.

Facilitator 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/ icsa

Facilitator 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

HRDQstore.com | 39

Much more online at HRDQstore.com