Internal Customer Service Assessment

$210.80
Starter Kit for up to 5 Participants
Select Components:

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.

  • Overview
  • Details
  • FAQ's
  • Authors

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

Internal Customer Service Assessment can be used in formalized training sessions or in informal group discussions. Use the assessment as:
  • 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

Learning Outcomes

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 Details

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: 1 hour.

What to Order

Starter Kit: Order One Kit for Up to Five Participants & One Trainer.

Includes the Facilitator Guide and a five-pack of Paper Assessments.

Facilitator Guide: Order One Guide Per Trainer.
 
The Facilitator Guide includes:
  • Administrative guidelines
  • Theoretical background
  • Internal customer service model
  • Microsoft PowerPoint presentation (free download)
  • Action planning
Paper Assessment 5-Pack: Order One Pack for Up to Five Participants.

The print version is ideal for facilitators who prefer to oversee scoring and administration of the assessment if you don't know who the participants will be before the class begins, or if your learners do not have easy access to computers. It includes pressure-sensitive forms for scoring to aid manual tabulation, and includes interpretive information, worksheets, and action planning.

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.