How do you rate your customer service?

Choose the rating that most closely matches your experience in relation to the following statements and mark it in the right hand column. Then, add up your total score and check the interpretation below to see how your customer service rates.

For example, if you usually remain calm and polite when dealing with difficult and unreasonable customers, give yourself a rating of 2. If you always remain calm and polite, give yourself a 4.

 RATING:        1                2               3                4             5

              Sometimes      Usually      Most times      Always     Never
                 

Statement	1,2,3,4,5
1. I am able to remain calm and polite when dealing with difficult and     unreasonable customers. 2. I don’t take it personally when angry customers  are rude to me.
3. I enjoy helping my customers and follow up to ensure any     problems are fixed.
4. I am confident and able to communicate effectively with people     of all ages and cultures.
5. I’m good at remembering names and faces and able to greet     regular customers by name.
6. I am confident and smile when I answer the phone or speak to     a customer face-to-face.
7. I take pride in my appearance and in my work.
8. I enjoy being part of a happy team that works well together.
9. I get a kick out of “going the extra mile” for my customers and     other staff.
10. At social occasions, I am proud to talk about my job to people      I meet.
TOTAL SCORE:

How did you score and what does it mean?

If you scored 45–50 you are probably happy in your job and have excellent customer service skills.
If you scored 35 to 44, you're doing well, but will benefit from learning new customer service skills.   
If you were under 34, you may be happier in a different line of work...

Dawn conducts a course called Customer Service Magic and can run the same course in your own organisation. Click here for further details.