Knock Your Socks Off Service: Employee Assessment

£15.85

Category: Assessments
Code: 704B
The Employee Version, intended for customer service employees, focuses on your employees' perceptions of their abilities - and those of the organisation - to deliver Knock Your Socks Off Service.

Used together with the Manager Version, there isn't a more powerful tool to diagnose your organisation's readiness to deliver KYSOS!

How It Works 

Through a self-assessment, customer service employees and managers respond to 79 statements about customer service behaviour and practices. The Employee Guide focuses on your employees' perceptions of their abilities — and those of the organisation — to deliver KYSOS

Participants will learn:

• the 8 critical dimensions of Knock Your Socks Off Service ®

• how your organisation's current service practices, policies, and procedures compare to those of more than 100 other companies

• how to take their organisation's service from ordinary to 'Knock Your Socks Off'.

Use the KYSOS Readiness Assessment Series as:

• an effective gauge of managers' and employees' perception of organisational readiness

• part of a service management/service quality improvement seminar

• a stimulus for a discussion and action planning session.

Self Assessment Table of Contents:
• 79-item Readiness Assessment with pressure-sensitive scoring
• How to Score Knock Your Socks Off Service
• Overview
• Interpreting Your Scores
• Overall Effectiveness Score
• The Eight Knock Your Socks Off Service Dimension Scores
• Your Individual Dimension Profile
• Preparing for Improvement
• Improvement Opportunity References
• More Reading on Service
• Additional Resources.
FORMAT Instrument
OBJECTIVE To assess an organisation’s readiness to deliver world-class service
AUDIENCE Customer service managers and employees
TIME REQUIRED 1½ hours each
AUTHOR Ronald E. Zemke