Service Improvement Assessment
This post is a duplicate of one I posted earlier this week. Some readers reported a problem downloading the attached assessment tool, so I’m giving it another try. Please let me know if you have any problems downloading from the link at the end of the post.
Whenever I’m working on a project, whether it’s writing a new book or trying to lose weight, I find it helpful to create and regularly refer to a checklist or assesssment to ensure I’m on track. It might be a simple, handwritten list, or something more sophisticated like an online assessment. Either way, some kind of tracking tool keeps me focused and lets me know how I’m doing.
A service improvement initiative involves many interrelated actions, so a checklist or assessment can identify any gaps that may exist in the effort.
The following Service Improvement Assessment is based on the Leadership Actions outlined in my book, Unleashing Excellence: The Complete Guide to Ultimate Customer Service, coauthored with Teri Yanovitch. Even if you haven’t read the book, the questions should still make sense, except for the references to the Everything Speaks Checklist and Service Mapping. I’ll describe those tools in future posts (or you can buy the book!).
The link below will get you to a .pdf of the assessment. I hope you find it to be useful!
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