The questionnaires include material to help the users interpret the results. This is an advance announcement of a forthcoming title to be published by Gower and details are subject to change. Contact Gower for confirmation of the expected publication date, for further details about the content or for other information relating to this title.<>

<>When it comes to customer service, actions speak louder than words. You may acknowledge the importance of customer service, but to what extent do the attitude, behaviour and skills of your people mirror or contradict this?

<>Sarah Cook's Compendium of Customer Service Questionnaires and Inventories enables you to assess different aspects of your service culture. The variety of questionnaires, inventories and other instruments cover:

<>• Culture Audits
<>• Customer Handling Skills and Behaviour
<>• Customer Service Personal Development Tools
<>• Customer Service Leadership and Management
<>• Employee Measurement
<>• External Customer Measurement
<>• Internal Customer Awareness
<>• Service Improvement Tools.
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The materials are all designed to provoke discussion and self-awareness. They can be used as stand-alone items or:

<>• For pre-course or programme assessment
<>• For training preparation
<>• During a group workshop
<>• As part of a group or individual coaching session
<>• As a means of assessing improvement after training or development.
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They are also ideal for providing customer service teams with tools for identifying and tackling ongoing service improvement projects. Each one is simple and quick to complete and yet the reflection and communication involved can make a significant difference to the way customer service is perceived and delivered.

Good internal and external communication, regular reflection and the ability to learn from mistakes are all pre-requisites for creating a customer-focused organization. This manual can help you achieve all of them.

Contents
Matrix Index. Assess the quality of your customer feedback; Assess your organisation's customer orientation; Barriers to effective customer service; Benchmarking checklist; Checklist for designing effective customer surveys; Coaching for customer service; Competitive comparison; Contact centre performance measures; Creating rapport with the customer; Customer face-to-face handling skills; Customer feedback - service providers; Customer relationship feedback; Customer relationship management; Customer service competencies; Customer service management; Customer service on the telephone; Employee attitude survey; Employee satisfaction survey; Empowered service leadership; Exceeding customer expectations; Five star service; Handling customer complaints; How assertively do you deal with customers?; How customer-focused are you?; How customer-focused is your team?; How internally customer-focused are you?; How well do you serve your internal customer?; Improving internal processes; Internal customer service; Internal customer service - departmental feedback; Listening skills; Managing customer expectations; Partnering; Positive customer language; Problem-solving and decision-making; Process improvement checklist; Questioning style; Rate your customer-handling skills and qualities; Recognition and reward; Recruiting new service employees; Service leadership checklist; Service-level agreement checklist; Service recovery checklist; Stress management; Telephone skills observer's assessment; Using emotional intelligence to serve the customer; Written customer communication. Recommended reading on customer service.