Professional Documents
Culture Documents
• As a service provider, or potential service provider, what does customer service mean to
you?
• What are the differences and/or similarities in the two (2) responses?
• What does this profile tell you (the student) about providing service to external
customers?
DEVELOPING A PROFILE OF INTERNAL CUSTOMERS
• Describe your internal customers (age, gender, income, other characteristics).
• What is important to them?
• What do they like?
• What do they expect from you?
• How do they view you?
• What does this profile tell you (the student) about providing service to internal
customers?
PART III. SERVICE PROVIDER SELF ASSESSMENT SCALE – Possible Points: 15/.5
point for each question.
Student ask the interviewee if they want to complete this section themselves OR if they prefer
you to ask the questions and record their response(s).
Instructions: Answer each question according to how often you ACTUALLY exhibit the
described behavior.
4=Always 3=Mostly 2=Sometimes 1=Rarely 0=Never
Do You:
• _____ Consistently provide service in a timely manner consistent with customer needs?
• ____ Provide guests, who are waiting for service, with something to occupy their time
while waiting?
• ___ Keep the sequence of service steps flowing smoothly and incrementally?
• ____ Know and deal with customer service needs in order of priority?
• ___ Keep one step ahead of customer needs?
• ____ Provide needed service to customers before they have to ask for it?
• ____ Orally repeat customer orders or requests back to them?
• ___ Communicate with fellow team members in a timely, accurate, and thorough
manner?
• ____ Ask specific questions when seeking feedback from customers?
• ____ Provide a mechanism for customer feedback other than an oral response?
MGT 306 CUSTOMER SERVICE ASSESSMENT – CASE STUDY
PART I. Summary:
Points Possible: 10
Describe your experience of interviewing the interviewee. What did you observe? Were you
comfortable asking him/her to define Customer Service? Was the interviewee comfortable
providing his/her definition of Customer Service?
PART II Summary:
Points Possible: 10
Describe your experience of interviewing the interviewee. What did you observe? Were you
comfortable asking him/her to IDENTIFY their External and Internal Customers? Was the
interviewee comfortable IDENTIFYING External and Internal Customers?
MGT 306 CUSTOMER SERVICE ASSESSMENT – CASE STUDY