101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 98
Learning Assessment
Learning on the job doesn’t cease when you turn in your “Trainee” tag. Like professional athletes, the best customer service people are always in training, always looking for ways to improve performance, always seeking ways to hone their service edge. As with any well-rounded education, your service “fitness” regimen should cover several interrelated areas. There are five basics: technical skills, interpersonal skills, product and service knowledge, customer knowledge, and personal skills. All are critical to success.PURPOSE
✓ To identify the five basic areas that keep the focus on continual improvement
✓ To raise awareness of the importance of constant learning while on— and even off—the job
TIME: 20 minutesDIRECTIONS:
1. Distribute copies of Activity 98 and explain that this assessment is a way to test participants’ strengths and weaknesses in five core areas. Remind participants that answers are kept confidential, so honesty is encouraged.
2. Allow 15 minutes for them to complete the assessment, including an opportunity to identify areas of strength and areas in which more skill development might be needed.

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