!!!Please complete the questions below as honest as possible according to your current situation and not to how you would like it to be in the future or how it used to be in the past. Score according to the scoring chart below. !

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1 2 3 4 5 6 7 8 9 10

No way Absolutely

!Customer Service Excellence, service level questionnaire

nr Question Score

1 Do you have written service standards and a mission statement that focus everyone in your organisation on a commitment to satisfying your customers with good quality service?

2 Do you put newly hired staff through an induction programme that stresses the importance of providing quality customer service to your business?

3 Do you train your people in how best to deal with customers over the telephone and face-to-face?

4 Do you train your managers in the skills they need to support your people in providing excellent customer service (coaching; handling complaints; delegation; performance management)?

5 Do you appraise the performance of your people against written objectives that are linked to your service mission and company goals?

6 Do you recognise and reward your people for providing great service?

7 Do you make it easy for your customers to make a complaint and respond quickly when they do?

8 Do you have a specific objective to retain the business of customers who complain to you?

9 Do you collect information on what poor quality service costs your company in terms of lost customers, wasted time and low morale?

10 Do you have well documented processes for how you should be providing your customer service?

11 Does your technology enable your processes to be carried out efficiently and consistently by your people?

12 Do you survey your customers to find out how well your service meets their needs and ask their suggestions for improvement?

13 Do you invite feedback your own people about the challenges they face in delivering customer service and act upon it?

14 Do you communicate regularly to your people the information that they need to help them provide good quality service?

15 Do you carry out regular audits of the quality of service that your people are providing to your customers (separate to customer satisfaction surveys)?

Total Score (max 150)

!!!!!!Now take the total score from the 15 questions and check below to see what level of service excellence your organisation is achieving: !

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Score and level About your reached level

0-45 Level 1

If you are truly serious about providing good service and satisfying your customer’s needs then you need to make some changes in your organisation before it’s too late. !Contact us at DDV Training now for the advice and guidance you need to transform your service delivery quickly

46-89 Level 2

You understand the importance of providing good customer service in your business and you are on the right track but you may be finding that some of it is hard going or that your effort is being side- tracked by other issues. !Contact us at DDV Training to help redefine your strategy and move your service delivery performance up to the next level

90-130 Level 3

Your organisation is an aspiring champion of great customer service and satisfaction but there is still some work to be done in certain areas to make sure you really are doing best what matters most in providing it. !Contact us at DDV Training to help you review your service strategy and tone up those areas that are going to elevate your organisation to champion status!

131-150 Top Level

Congratulations! You are true champions of great customer service. Your organisation has the right attitude and approach to delivering the level of service and satisfaction that your customers demand and, if you are applying the same effort to the rest of your business, you should be making healthy profits. !Contact us at DDV Training. We would love to hear your success story!

Customer Service Excellence, service level questionnaire

CONTACT DETAILS: ! Davy Davies-Vaneetvelde Managing Director DDVskills

!!T: +27 (0) 72 596 80 71 E: davy@ddvskills.com W: www.ddvskills.com