Service Skills Assessment
Best-practice organizations do not accept that customers should experience good service infrequently and therefore work hard to ensure that every ‘moment of truth’ (or every single interface point with a customer) creates a good impression. This is significantly achieved by ensuring that all individuals, both those who serve the customers directly and those internal staff who serve the frontline staff, are competent in a range of important service skills. And today’s customers are willing to pay a premium to have their basic needs met in a timely and efficient manner and will be pleasantly surprised and grateful if they are treated with a little dignity and respect into the bargain.
In an increasingly competitive world, an effective service-giver needs a wide variety of skills and competencies in order to be successful. These skills include the ability to appreciate customer needs and expectations, listen attentively, be analytical, problem solve, handle objections and even complaints, communicate and present effectively, show personal warmth and empathy, be well organized and resourceful and many other attributes.
The “Service Skills assessment” (see link below) looks to measure the personal service giving capabilities of individuals. This is aimed at all kinds of service giving positions including retail shop staff, direct customer relations with people, counter tellers and call center staff. The seven service effectiveness competency categories are:
- Attentive Listening
- Communicating Clearly
- Resolving Conflict
- Engaging In Joint Problem Solving
- Carefully Negotiating
- Building Warmth and Empathy
This online and paper-based service skills assessment gives individuals the opportunity to not only carry out a self-assessment (which provides scores and interpretive information in all seven of the above categories) but also allows participants to undertake the service skills assessment as 180-degree feedback (including his or her boss) and even 360-degree feedback (adding in up to ten colleagues as well). Individuals end up with a personalized report of results which also then shows where efforts to improve or make small adjustments in approach may be focused in the future. The $20 spent on this assessment is therefore well-worth the investment.