Belding Customer Service Quotient
Select the answer that best describes how you feel about the two statements. (This isn’t a “test,” so don’t look for what you think the ‘right’ answer may be.)
IMPORTANT: If you are taking this assessment as part of a Belding Training course, make sure you record your final score for reference.
- Copy your results into your workbook (or on a blank sheet if you don’t have a workbook).
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Assessment Summary
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0 Essay(s) Pending (Possible Point(s): 0)
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- Caring 0%
- Competency 0%
- Ownership 0%
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- Question 1 of 15
1. Question
3 point(s)Category: CaringA. I try to engage each customer
B. I’m here to do a job – not make friends
- Question 2 of 15
2. Question
3 point(s)Category: OwnershipA. People can absolutely count on me to get things done correctly and when promised – with occasional exceptions
B. I try to meet expectations, but there are often times I can’t
- Question 3 of 15
3. Question
3 point(s)Category: CompetencyA. I listen to my customers to improve how I do things
B. I know my job and what is expected of me. I don’t need other people telling me how to do things I already know how to do
- Question 4 of 15
4. Question
3 point(s)Category: CaringA. Having a pleasant relationship with each customer is extremely important
B. Customers who take up my time with idle chatter drive me crazy
- Question 5 of 15
5. Question
3 point(s)Category: OwnershipA. If I make a mistake, I’d rather tell my customer it was my mistake
B. I don’t want customers to know I make mistakes
- Question 6 of 15
6. Question
3 point(s)Category: CompetencyA. I try to learn as much as I can about my company
B. I am focused on what I need to do my job well
- Question 7 of 15
7. Question
3 point(s)Category: CompetencyA. I take advantage of as much training and learning opportunities as possible
B. I go to the training my company sends me to
- Question 8 of 15
8. Question
3 point(s)Category: CompetencyA. I keep up to date on my company’s industry, competition and current situation
B. I focus on the things relevant to my job
- Question 9 of 15
9. Question
3 point(s)Category: CaringA. I make a point to smile with every customer – even on the phone, and write in a friendly tone
B. My smiling and being friendly doesn’t help me get the job done
- Question 10 of 15
10. Question
3 point(s)Category: OwnershipA. If a customer genuinely isn’t happy with something, I will do whatever I can, within my means, to make it better for him or her
B. I’m doing the job to the best of my ability. I sometimes have to deal with things I’m not happy with – so why can’t my customers?
- Question 11 of 15
11. Question
3 point(s)Category: OwnershipA. I will never say anything to a customer that is not completely true
B. I’ve been known to bend the truth with customers from time to time
- Question 12 of 15
12. Question
3 point(s)Category: CaringA. No matter how bad a mood I’m in, I won’t let customers see it
B. Everyone gets in bad moods. I can’t just fake a happy face. I hate people who fake being happy
- Question 13 of 15
13. Question
3 point(s)Category: CaringA. I try to learn as much as I can about each customer, so I can be a better resource for them
B. I do what my customer asks me to do
- Question 14 of 15
14. Question
3 point(s)Category: OwnershipA. When we get a complaint, I try to look for ways to correct things
B. Customers who complain drive me nuts!
- Question 15 of 15
15. Question
3 point(s)Category: CompetencyA. Customers and colleagues see me as a “go-to” person
B. I do my job