Internal Customer Service I.Q. Quiz
What is your organization’s Internal Customer Service I. Q?
Organizations with high Internal Customer Service I.Q. demonstrate the following advantages.
Assess your organization:
Score the following statements from a low score of 1 Never to high score of 10 Always.
|1.||All employees see the same big picture and understand how everyone’s job fits into the organization’s business chain and contributes to customer satisfaction.|
|2.||Rather than work as silos, departments and employees work collaboratively to meet company goals and to deliver external customer satisfaction.|
|3.||Everyone understands customer expectations (internal and external) and responds appropriately to customer needs|
|4.||When communication breakdown’s occur, employees/teams are proactive about finding a better way and working toward a solution, rather than engaging in counterproductive behavior.|
|5.||Personal, team and organizational performance isn’t hampered by negativity and resistance.|
|6.||All departments value and treat each other with respect.|
|7.||Everyone participates fully in team meetings, processes, and feedback sessions.|
|8.||Employees recognize that job knowledge alone does not outweigh the value of communication skills and teamwork.|
|9.||Everyone understands managing internal and external customer relationships is part of the job.|
|10.||Employees are aware there is a cost involved in communication breakdowns and in allowing internal problems to derail productivity.|
|What does your score mean?|
|75-100||=||High functioning organization which operates cost efficiently, with high morale, and highly communicative and proactive employees.|
|65-75||=||Above average, however your organization could improve communication, collaboration and productivity with targeted educational modules.|
|45-65||=||Average organizational functioning which needs retooling to sustain a motivated workforce, and collaborative work habits and culture.|
|30-45||=||A score in this range indicates a lack of focus on internal processes, communication and employee cooperation. To promote a better workplace and improve workflow, a concentrated retooling and training should be considered.|
|Up to 30||=||Neither productivity nor productive employees will last without retooling and focused retraining.|
Contact us with your organization’s score, and we’ll provide an interpretation and suggestions.
See our workshop Internal Customer Service Savvy.
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