General Questions

1. We have 100% executive sponsorship towards building a World-Class Customer Experience organization at every level of senior leadership. Somewhat Agree
2. I am extremely satisfied with the level of customer service our organization delivers. Strongly Agree
3. It is extremely easy for our customers to do business with our organization, with regards to technology, payment methods, policies, use of website, phone systems, human accessibility, availability of product and hours of operation. Somewhat Agree
4. Deficient customer service by any employee is immediately addressed. Neutral
5. Our company will refuse business if it compromises our quality of service. Somewhat Agree

A Customer Service Vision Statement

1. Our company universally understands the value of service within our organization. Somewhat Agree
2. Our company not only teaches all employees what the service vision is, but HOW every employee should deliver it with every customer every time (i.e. Pillars) Somewhat Disagree
3. Our service vision is measurable, actionable, observable, & trainable. Somewhat Agree

Creating a World-Class Internal Culture

1. We have a daily staff meeting/huddle with employees, in person or virtually, at the start of each shift. Somewhat Agree
2. It is more difficult to obtain a position in our company than our competitor’s because of our strict hiring process and expectations. Strongly Agree
3. Customer service is a key factor in our review and promotion process. Strongly Agree

Non-Negotiable Experiential Standards

1. Employees are consistently warm and welcoming and smile during customer interactions. Somewhat Agree
2. Employees are taught to focus on what they can do versus just saying the word “No” to a customer. Somewhat Agree
3. Our company has a short set of universal non-negotiable standards, regardless of department or position, that every employee must execute. (i.e. Never & Always) Somewhat Agree

Secret Service Systems

1. Our customer facing employees are well trained at building instant rapport with new and existing customers. Somewhat Agree
2. We balance providing human experience with technical, digital, and self-service channels. Somewhat Agree
3. We use a system that helps employees identify new, regular and VIP customers (that even new employees are able to follow). Strongly Agree
4. There is a system for employees to document and utilize customer preferences/intelligence to Somewhat Agree

Training

1. Our company has nonnegotiable customer service standards at every point of customer contact that all employees know and follow. Somewhat Agree
2. Our employees are fully trained on customer service skills (soft skills, interaction and service recovery) before they are permitted to start interacting with customers. Somewhat Agree
3. Our employees display empathy and compassion and are constantly taught about looking at things from the customer’s perspective “shoes of the customer”. Somewhat Agree
4. N/A

Implementation and Execution

1. New initiatives are introduced slowly and do not overwhelm employees. Somewhat Agree
2. Employees are aware of new initiatives that will be rolled out with plenty of lead time for training. Neutral
3. Our managers coach and immediately address inconsistencies with our customer service standards. Somewhat Agree
4. Every level of our organization, from Senior leadership down to front-line customer facing employees are tested and certified on new systems when they are launched. Strongly Agree
5. N/A

Zero Risk

1. Our company receives very few complaints concerning our customer service. Somewhat Agree
2. Our website includes a direct number, on each page, for customers to contact a person directly if they have a challenge. Somewhat Agree
3. Every employee feels empowered to take it upon themselves to satisfy a customer challenge. Somewhat Agree
4. We have a service recovery protocol in place that all employees are trained on to resolve when a customer is upset. Somewhat Agree
5. All employees are trained, tested and aware of potential service defects at every point of customer contact. Somewhat Agree