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54 Golden Nuggets: The Best of the Telephone Doctor by Nancy Friedman

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Telephone Doctor10-Point CustomerService Self-Assessment

Invest three minutes in the health of your organization by completing this 10-Point Customer Service Self-Assessment. To gain greater insights, you’re welcome to copy this assessment and distribute it to others in your organization.

When completing this form, think about your experience, your coworkers’ experience, and most important, how you’d imagine your customers might answer each question. Select a number from 1 to 5.

1.   Our entire staff has been comprehensively trained on the techniques needed to handle, defuse, and retain angry customers.

Disagree1   2   3   4   5Agree

2.   When handling calls from our customers, all our team members employ a uniform, effective greeting.

Disagree ...

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