Customer Service Skills Gap Analysis

First Name

Last Name

Email Address

Date

Organisation

Branch

General Instructions

Answer each question as you know you are, not as you would like to be.

Read each question and action carefully. Rate the actions for each question from 4 -1 with 4 being MOST like you and 1 being LEAST like you in a Customer Services situation ensuring all actions are rated. Please ensure you do not have any actions rated the same number within a question.

Before you click the "Submit" button at the end of the profile, please ensure you have rated all questions.

Start Here:

1. Is a Company Vision:

A view of the future

1 2 3 4

A dream

1 2 3 4

Something to guide the company

1 2 3 4

A statement on the wall

1 2 3 4

2. How would you describe a company culture?

A bug in the company

1 2 3 4

The way we do things here

1 2 3 4

The rules and procedures

1 2 3 4

The way we treat each other

1 2 3 4

3. Why are all people different?

Because of our age

1 2 3 4

Because we like different things

1 2 3 4

Because we behave differently

1 2 3 4

Because that's the way we were born

1 2 3 4

4. How do we spot differences in people?

Their appearance

1 2 3 4

Their behaviours

1 2 3 4

How they speak

1 2 3 4

We like or dislike them

1 2 3 4

5. What does personal accountability mean?

Managing our bank balance

1 2 3 4

Completing our to-do list

1 2 3 4

How we accept responsibilities

1 2 3 4

What other people do to us

1 2 3 4

6. What is your view on change?

It happens too much

1 2 3 4

It is not always good

1 2 3 4

It is the only constant in life

1 2 3 4

I don't particularly like it

1 2 3 4

7. What does Customer Service mean?

Serving the customers

1 2 3 4

Meeting customer expectations

1 2 3 4

Going the extra mile

1 2 3 4

Being nice to people

1 2 3 4

8. What are the behaviours of a good Customer Service person?

Be polite and helpful

1 2 3 4

Serving them quickly

1 2 3 4

Understanding their needs and wants

1 2 3 4

Just smiling all the time

1 2 3 4

9. What are the worst roadblocks to service?

Unwillingness to help

1 2 3 4

Lack of accountability

1 2 3 4

Procrastination

1 2 3 4

Poor Attitude

1 2 3 4

10. How do we build long term customer relations?

Being the cheapest in town

1 2 3 4

Just being friendly

1 2 3 4

Exceeding expectations

1 2 3 4

Making few mistakes

1 2 3 4

11. What is the best way to get new customers?

Advertising and marketing

1 2 3 4

Follow-up and seek referrals

1 2 3 4

Have a "sale"

1 2 3 4

Open long hours

1 2 3 4

12. What makes a good customer service person?

A happy personality

1 2 3 4

Honest and reliable

1 2 3 4

Just does the job

1 2 3 4

Someone who can push the sale

1 2 3 4

13. The reason I have completed this profile is:

Curiosity

1 2 3 4

My manager asked me to

1 2 3 4

I want to improve my business skills

1 2 3 4

Not sure

1 2 3 4

How good are you at Customer Service?

Understanding your Customer Service preferences and how they stack up with proven effective processes, will help you retain customers and grow your business.

The following questions are a measure of how you prefer to provide Customer Service. If you complete this evaluation, you will receive a free report from a Smart-Train Professional outlining your Customer Service abilities - along with suggestions (if appropriate) as to how you can improve.

General Instructions

Start Here:

1. Is a Company Vision:

2. How would you describe a company culture?

3. Why are all people different?

4. How do we spot differences in people?

5. What does personal accountability mean?

6. What is your view on change?

7. What does Customer Service mean?

8. What are the behaviours of a good Customer Service person?

9. What are the worst roadblocks to service?

10. How do we build long term customer relations?

11. What is the best way to get new customers?

12. What makes a good customer service person?

13. The reason I have completed this profile is: