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Becoming a Customer Services Star Theoretical Background

Becoming a Customer Service Star - Theoretical Background

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3rd Edition by Bruce R. Matza

Don’t just talk about providing better customer service – make it a reality! Becoming a Customer Service Star helps both employees and managers examine their attitudes about customer service in 5 critical areas:
  • Having a positive attitude toward customers
  • Encouraging customer feedback
  • Responding to customer problems
  • Developing repeat relationships
  • Seeking to exceed customer expectations
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 5 key areas

Order one Self Assessment for each individual.

Self Assessment Table of Contents:

  • Assessment
  • Pressure-sensitive response form
  • Interpretive information
  • Action planning

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