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.

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 guide provides 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.

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 personal accountability within your company using this accountability training workshop.
  

The 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.

Facilitator Guide: Order One Guide per Trainer

The Facilitator Guide includes background information, administrative guidelines, a step-by-step workshop outline, and sample participant materials. Facilitator materials will be available as a digital download link in your order confirmation.

Paper Assessment 5-Pack: Order One Pack for up to Five Participants

The Paper Assessment is ideal for facilitators who prefer to oversee the scoring and administration of the assessment. It provides pressure-sensitive forms for manual scoring.

QuickStart Train-the-Trainer: 1-Hour Virtual Coaching Session for This Product

QST is a convenient, one-hour virtual coaching session for first-time facilitators of this product. You'll receive personalized, one-on-one coaching with a subject matter expert who will get you up to speed quickly and accurately so you can step into the onsite with confidence. We'll answer all your questions about the facilitation of the product. And you can add additional coaching hours as needed. Your coaching session can be provided by telephone or video call and at a time of your choosing.

Facilitators will also receive an HRDQ Certificate of Completion for completing the QuickStart session.

Eileen M. Russo, Ph.D., is the 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.