STAGE 2. LAUNCH THE PROGRAM
8. We unnecessarily complicate transactions. Y / N
9. We are unable to solve small problems. Y / N
10. We are unable to deal effectively with customer complaints. Y / N
11. We embarrass customers for not doing something correctly. Y / N
12. We fail to meet, much less exceed, customer expectations. Y / N
Other complaints customers have about our team:
Now record all “Yes” complaints below, using their list numbers.
How often do you hear the complaint—hourly, daily, weekly?
Why does this complaint occur? What can you suggest we do to eliminate it?
— Priorities for Implementation —
Action Accountability Deadline Follow-Up (who & when)
Directions: Answer the questions below as honestly as possible to evaluate your personal contributions to customer service.
1. Refer to the customer complaints you discussed with the team. Do customers make any of these complaints about you? If so, what specifically is their complaint? How often have you heard it? Why do you think they complain?
2. What can you do personally to improve customer service?
3. What is the biggest obstacle preventing you from delivering great customer service?
4. Are you willing to make a commitment to our customer service mission for this team and be held 100 percent accountable for it?
5. Are you willing to be a customer service peer leader?
6. Whom among your coworkers would you nominate to be a peer leader on customer service for this team?
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