Customer Service Evaluation

How do employees typically handle customer complaints and problems?

• Slow response

• No response

• Quick response

• Delayed response

How would you describe the trustworthiness of the employees?

• Untrustworthy

• Somewhat trustworthy

• Trustworthy

• Highly trustworthy

Do employees possess the necessary skills and knowledge to provide good service?

• Lack of skills/knowledge

• Some skills/knowledge

• Required skills/knowledge

• Exceptional skills/knowledge

How well do employees understand customers and communicate effectively?

• Poor understanding/communication

• Moderate understanding/communication

• Good understanding/communication

• Excellent understanding/communication

What is the demeanor of employees towards customers?

• Unfriendly, disrespectful, and inconsiderate

• Somewhat friendly, respectful, and considerate

• Friendly, respectful, and considerate

• Very friendly, respectful, and considerate

How consistent and accurate are employees in performing their service?

• Inconsistent and inaccurate

• Somewhat consistent and accurate

• Consistent and accurate

• Highly consistent and accurate

What is a significant outcome of having a customer service policy?

• Decreased number of repeat customers

• Increased number of repeat customers

• Unchanged number of repeat customers

• Unpredictable number of repeat customers

What is a positive impact of a customer service policy on staff morale?

• Low staff morale

• Inconsistent staff morale

• High staff morale

• Fluctuating staff morale

How does a customer service policy contribute to staff turnover?

• High staff turnover

• Low staff turnover

• Unchanged staff turnover

• Unpredictable staff turnover

What is a characteristic of the management team in organizations with a customer service policy?

• Static management team

• Dynamic management team

• Inexperienced management team

• Unmotivated management team