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Internal Customer Service Assessment Facilitator Guide


Category: Assessments
Code: 707G

The Facilitator Guide features theoretical background, administrative guidelines, reproducible participant handouts, overhead transparencies, and more.

How well are you meeting the challenges of providing service within your organisation? Because internal service providers have a bond with their customers that external vendors simply do not share, they need to judge their behaviour by a new standard.

Unlike any other assessment on the market today, the Internal Customer Service Assessment illustrates the real differences between internal and external service. The assessment is designed to help internal service providers evaluate how well they are practicing the behaviours that constitute excellent internal service — and then assists them through action planning to improve those behaviours.

Learning Outcomes

• Evaluate how well an individual meets the challenges of providing service within the organisation

• Learn which behaviours are effective in improving internal service

• Develop more effective service behaviours.

Internal Customer Service Assessment Facilitator Set Table of Contents:

• Overview and Introduction

• Development of the Assessment

• When to Use the ICSA

• Theoretical Background

• A Model of Internal Service

• Administration Guidelines

• Sample Training Design

• Related Materials

• Technical Development

• About the Microsoft PowerPoint Presentation

• About the Participant Handout Masters

• References

• Participant Handout Masters.

The assessment presents 30 statements about customer service. Individuals transfer their assessment scores to a chart, creating an Internal Customer Service Profile. This visual profile depicts strengths and areas of improvement in each of the 6 dimensions of internal service. The Participant Guides provide for both individual and group action planning and discussion.

Uses for the Internal Customer Service Assessment

Internal Customer Service Assessment can be used in formalised training sessions or in informal group discussions. Use the Assessment as:

• Part of an employee orientation programme for internal service providers

• A discussion starter for internal service groups

• The basis of a training programme for internal service

• An action-planning tool for service groups

• A planning tool for internal service groups whose service ratings are low

As with all HRDQ tools, the assessment is effective when used alone or as a part of a larger training programme.

Attribute nameAttribute value
AUTHOREilleen Russo, PhD

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