This client service assessment is designed to support customer service professionals in the assessment of critical skills essential to all customer/client interactions. Some of the key competencies the assessment focuses on include: Listening, Influence, Integrity, Negotiation and Resilience. The results will identify areas of strength and potential improvement.
In today’s competitive environment, businesses must focus on the core – their clients. Without clients, you have no business. Retaining clients is crucial as it is far less expensive than customer acquisition. Remember that employees pay careful attention to how a company treats its clients, therefore good client service can help to reduce employee turnover. In addition, excellent customer service can improve your reputation and strengthen your brand by increasing word-of-mouth advertising.
Details: This Assessment covers 15 Client Service Competency and/or Focus Areas, including:
1: Accountability and Ownership
Accepts full responsibility for the direct and indirect effects of one’s own actions. Holds oneself responsible for one’s actions and for the timely completion of assigned tasks.
2: Communication (Interpersonal)
Expresses oneself clearly and ensures open two-way communication using active listening, questioning, paraphrasing and feedback.
3: Customer/Client Focus
Provides service excellence to both internal and external clients.
4: Dealing with Adversity/Resilience
Endures, remains energized, and stays focused in the face of ambiguity, change/challenge or the strenuous demands/difficulties of one’s tasks. Deals effectively with pressure and remains optimistic and persistent, even under extreme adversity. Stays focused and is able to move forward when faced with hardships.
5: Decision Making
Makes effective decisions based on the needs of an individual, group or an organization (e.g. evaluates and prioritizes costs and benefits before taking action).
Demonstrates an ability to keep commitments at all costs and meet agreed-upon deadlines.
7: Ethic of Excellence
Works toward achieving the highest standard of professional excellence in both tasks and interpersonal relationships.
8: Goal Setting and Goal Focus
Sets and attains specific and challenging goals for oneself, including specific actions, strategies and timelines necessary for goal achievement.
9: Influence and Persuasion
Interacts with others to convince them to perform a task or approach a situation in a different fashion. Persuades (convinces), influences (gains the support of) or impresses others (individuals or groups) in order to get them to support or engage in a particular direction or action.
10: Integrity and Ethics
Behaves in an honest, fair and ethical manner (high standard of ethics) and shows consistency in words and actions.
11: Listening Skills
Listens to clients both verbally and non-verbally and demonstrates proof of listening with a verbal summary.
Settles differences or reaches agreement, while winning favourable concessions without damaging relationships.
13: Optimistic Attitude
Believes and/or expects that things will turn out well.
14: Problem Solving
Analyzes issues and problems systematically and thoroughly while focusing on the critical details. Uses strategies to find answers and solutions to problems that arise.
15: Time Management and Prioritization
Manages time to be as effective as possible through prioritizing and scheduling tasks.
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