101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Chapter 94. Team Checkup: Group Effectiveness

Quality customer service requires strong leadership; skilled management; effective teamwork; and skilled, caring, and motivated people on the front line. This partnering spirit also must be supported by appropriate knowledge, skills, processes, and standards.

Directions: Assume the average situation when responding to the following statements.

1.	When handling telephone calls from customers, all team members use a uniform established greeting.
	Strongly Disagree	1	2	3	4	5	Strongly Agree
2.	Team members have been given comprehensive training on the techniques needed to handle and resolve customer complaints.
	Strongly Disagree	1	2	3	4	5	Strongly Agree
3.	New employees are well educated on such issues as dress code, office regulations, and work environment.
	Strongly Disagree	1	2	3	4	5	Strongly Agree
4.	Team members are skilled at knowing how and when to use a variety of questioning techniques in their customer interactions.
	Strongly Disagree	1	2	3	4	5	Strongly Agree
5.	Team members know how to present negative information to customers using a positive approach.
	Strongly Disagree	1	2	3	4	5	Strongly Agree
6.	Team members do a great job of building rapport with customers and making them feel good about doing business with us.
	Strongly Disagree	1	2	3	4	5	Strongly Agree
7.	Customers are usually impressed by the high level of care our team provides to them.
	Strongly Disagree	1	2	3	4	5	Strongly Agree
8.	When a team member is having a bad day, negative emotions are never obvious to a customer.
	Strongly ...