Includes: Facilitator Set (within that are Sample Assessments (Paper, Online, and Online Self-Study) PLUS 6 Print Self Assessments at a special price.
Includes Facilitator Guide and 6 Print Self Assessments. Facilitator Guide contents: Administrative guidelines Background information Sample training design Blank training outline Sample copy of re-formatted Self Assessment CD-ROM containing reproducible content Microsoft® PowerPoint® presentation Certificate of achievement template Training evaluation template Overhead transparency masters Convenient 3-ring binder formatSelf Assessment contents: Assessment Pressure-sensitive response form Interpretive information Action planning
How It Works
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.
- 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 five key areas
Assessment and workshop
What to Order
Order one self assessment per individual and one facilitator guide per facilitator.
Bruce R. Matza is an expert in executive leadership, staff and customer retention and customer service. He has more than 35 years of experience with many brands and is the author and creator of Becoming a Customer Service Star, which was originally designed for Walt Disney World. He is a well-known speaker, seminar leader and facilitator. He serves as a strategic planning facilitator and advisor.