Editors Blog


Skaer Tactics: What Customer Service Really Should Be

October 23, 2007
/ Print / Reprints /
ShareMore
/ Text Size+

I have to take time out to bring a little slice from the last International Service Leadership (ISL) Owner’s Conference, held in St. Louis Oct. 11-13. The topic was customer service, and ISL instructor Todd Lavery gave member attendees a test.

The quiz was given to find out if those in attendance had a proactive environment. Per ISL’s definition, a proactive environment in customer service is adopting a can-do attitude, and a willingness to go the extra mile for the customer.

Here is the seven-question exam. (Rate yourself on a scale of 1-5, where: 1 = never, 2 = rarely, 3 = sometimes, 4 = frequently, and 5 = all the time.)

1. Do I take ownership of a problem and see it through until it is resolved? 2. Am I willing to help both customers and co-workers, no matter what the situation? 3. Do I consciously assume a positive outlook with customers and co-workers? 4. Am I respectful and mindful of the customer’s needs? 5. Do I speak and carry myself confidently with customers? 6. Do I treat customers and other staff with respect and courtesy? 7. Do I put myself in the customer’s shoes by using empathy?

How did you do? If you scored 30 or better, you should congratulate yourself on your can-do attitude. If you scored 30 to 25, you are good but need improvement. If you scored below 25, you may want to consider if customer service is right for you. Don’t be shy. Let me know how you scored on the above test. Leave a post accordingly. Of course, if you have some more solid pointers regarding customer service, don’t hesitate to leave a comment. Share with others. That is what this blog is all about. It’s about learning from others.

You must login or register in order to post a comment.

Multimedia

Videos

Image Galleries

2014 MCAA Annual Convention

Scenes from the 2014 MCAA Annual Convention in Scottsdale, Ariz.

Podcasts

NEWSmakers: Julian Scadden

Training is an ongoing process. Julian will discuss how you can generate maximum return on time and energy invested training by following a three part process. Listen to this podcast to get expert tips on training, tracking and follow up. 

More Podcasts

THE MAGAZINE

ACHRNEWS

NEWS 04-14-14 cover

2014 April 14

Check out the weekly edition of The NEWS today!

Table Of Contents Subscribe

SERVICE CALLS POLL

Which statement on service calls best applies to your business?
View Results Poll Archive

HVACR INDUSTRY STORE

plumbing-hvac.gif
2014 National Plumbing & HVAC Estimator

Every plumbing and HVAC estimator can use the cost estimates in this practical manual!

More Products

Clear Seas Research

 

Clear Seas ResearchWith access to over one million professionals and more than 60 industry-specific publications, Clear Seas Research offers relevant insights from those who know your industry best. Let us customize a market research solution that exceeds your marketing goals.

DON'T MISS A THING

Magazine image
 
Register today for complete access to ACHRNews.com. Get full access to the latest features, Extra Edition, and more.

STAY CONNECTED

facebook icontwitter iconyoutube iconLinkedIn i con