Internal Customer Service Assessment
How well do you meet the challenges of providing service within your organization? Internal service providers have a bond with their customers that external vendors simply do not share; they need to judge their behavior by a new standard.
Unlike any other assessment on the market today, the Internal Customer Service Assessment illustrates the real differences between internal and external service. This 30-item assessment is designed to help internal service providers evaluate how well they practice the behaviors that constitute excellent internal service - and then assist them through action planning to improve those behaviors.
How It Works
The Internal Customer Service Assessment illustrates the real differences between internal and external service, and is designed to help internal service providers evaluate how well they are practicing the behaviors that constitute excellent internal service.
The assessment presents 30 statements about customer service. Individuals transfer their assessment scores to a chart, creating an internal customer service profile. This visual profile depicts strengths and areas of improvement in each of the six dimensions of internal service. The participant guides provide for both individual and group action planning and discussion.
The Internal Customer Service Assessment is based on relevant internal service literature and consulting experience. At the center of the assessment, the internal customer service model combines both aspects of the internal service provider's job. The model illustrates the dual focus on what is happening both inside and outside the organization.
Uses and Applications
- Part of an employee orientation program for internal service providers
- A discussion starter for internal service groups
- The basis of a training program for internal service
- An action-planning tool for service groups
- A planning tool for internal service groups whose service ratings are low
By the end of this assessment, participants will:
- Evaluate how well an individual meets the challenges of providing service within the organization
- Learn which behaviors are effective in improving internal service
- Develop more effective service behaviors
Product Type: Assessment and workshop. The Facilitator Guide serves as an in-depth workbook, designed to help trainers swiftly administrate the assessment.
Target Audience: The Internal Customer Service Assessment is appropriate for any level of employee who serves others within his/her organization.
Measures: How well participants are practicing the behaviors that constitute excellent internal service and to determine what they can do to improve their service behavior.
Dimensions: Communication, responsiveness, and relationship management.
Time Required: One hour.
What to Order
Facilitator Guide: Order One Guide Per Trainer.
The Facilitator Guide includes background information, administrative guidelines, step-by-step workshop outline, and sample participant materials. Facilitator materials will be available as a digital download link in your order confirmation.
The Paper Assessment is ideal for facilitators who prefer to oversee scoring and administration of the assessment. It provides pressure-sensitive forms for manual scoring.
About the Authors
Eileen M. Russo, Ph.D. is former vice president of research and development for HRDQ. She has a Ph.D. in social psychology with a minor in organizational behavior and an MS in social psychology from the University of Pittsburgh. Dr. Russo has a BA in psychology from Fairfield University. Her work includes research in social influence, group behavior, decision making, and perceptions of control at work. As vice president of research and development, she was responsible for overseeing the development of HRDQ products.