Reflecting on Customer Service

A New Year is always a time to reflect on what has happened during the last calendar year. With us obviously being in the midst of the strangest time and as a Business there is a definite need to be able to reflect and adapt. So step back, take a deep breath and consider whether the Customer Service your company gave was the best it could have been.

To help with this self assessment, we have provided some topical questions to ask yourself of what your customers saw in your business. Some questions, of course, may not apply to your business but even so it will help you think of how you could differentiate your business from your competition.

Customer Service Self-Reflection Questionnaire

Score as:

 

Not at All = 0 pts

Some of the Time = 5 pts

All of the Time = 10 pts

Customer Interaction Questions

 Score
How satisfied are you with the Customer interaction time?
Is it easy for a Customer to work out who is a store employee?
When requested by a customer, does the employee take them to an item?
Does the employee stay focused on the customer at all tiems?
How attentive are your employees when interacting with a customer?
Do your employees ask if there is any further help that the customer needs?
Do your employees end their conversations with "Thank You"?
Total/70

Employee Knowledge Questions

 Score
How well do the employees know where merchandise is grouped within the store?
How well do your employees ask open questions to better understand the customer?
If the employee doesn't know an answer, did they ask for assistance from a co-worker?
Total/30

Signage Questions

 Score
How well does the store signage direct customers around the store?
Is the lighting adequate in the store?
Are the shelf displays easy to read/understand?
Total/30

Total Points:    /130

Let us know how you did!

Improving your Customer Service can be difficult if you don’t have the right tools or system.  It helps to get feedback and guidance from Customer Service Experts; Send us an Email or give us a call to start your business’s 2021 year off right.

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