May 16, 2016


The lesson being learned by large and small organizations, companies or any private institutions alike is that trying to compete entirely on the basis of product differentiation or price is simply not good business. A competitive strategy that focuses on price will inevitably shrink profit margins and create a push towards greater degree of standardization of products.

Competing on the basis of product differentiation is becoming increasingly futile. In today’s market place, success is determined more by excellent service than by product superiority.

You have to think of continuous improvement irrespective of level and this is the only way of survival.


Consider the activities and standards given on this page following the questionnaire in terms of your own work area. Depending on how much these measures are genuinely used as part of normal practice; score them on the scale below. Do not base your score on claims alone: evaluate the actual situation as you believe it exists.

Customer in this questionnaire means the internal or external receiver or user of the output of efforts.

The scale for your scoring is as follows.

0- never, 1- occasionally, 2- sometimes, 3- quite often, 4- regularly, 5- always.

Actively seeks out customer perception of the project/service provided.

Have complete and accurate records.

Responds to a request at the first request.

Internally reviews fulfillment of customer requirements as stated.


Responds to incoming communication ‘by return’ with at least a suitable tag.

Tells you what they can do, not what they can’t.

Sets clear standards of customer service among employees.

Work longer hours when needed (not just in order to earn overtime).

Makes points of keeping in touch with customers regularly, not just decision-points or about problems.

Offers a response to a need or a problem, rather than waiting to be asked.

Asks customers to be involved in developing or improving products and services.

Gives employees authority to make decisions to help customers without asking for higher authority.

Really listens to the customer’s requirements.

Asks all employees with customer contact for customer feedback.

Has mechanism to monitor customer satisfaction.

Analyzes the customer complaints or problems and identities lessons to be learned.

Gives high priority to quality.

Tells employees clearly what the organization is trying to achieve for its customer.

Tells employees clearly what the organization’s own objectives are

Works to the same standard and values internally as externally.

Strives to have shorter response times.

Ensures that all employees are positive and open to customer comments.

Have employees who are polite.

Actively aims for a problem-free service to the customer.

Has a positive attitude to complaints.

Expect to changes its modus operandi if it helps the customer.

Examines the design of the products or services from the customer’s point of view.

Communicates performances levels achieved to all employees.

Total Scores =? (Put your score and self evaluate your working level)


To what degree have you made a commitment to making service a strategic part of your business?

How often does the service you provide create stories your customers brag about?

To what degree does your complaint policy provide hassle free recovery for the customer?

How often do you initiate efforts to find disgruntled customers beyond a ‘normal’ complaint process?

How often do you implement suggestion for service improvement from frontline employees?

To what degree are you satisfied with the level of service you now provide?

Overall, how does you organization rate in providing service to customers?

Total Score=?

How well does your Organization provide Service?

To what degree is it ‘safe’ to communicate negative information to managers in your organization?

To what degree are front line suggestions proactively and sincerely solicited?

How do you proactively listen to you customers?

To what degree are “core values” articulated and followed in your organization?

To what degree are people clear about what is expected from them?

To what degree are people allowed to deviate from standard practices and use their own judgment?

Based on your assessments above, what is your organizational score?

Total Score=?

How many meetings do you have that focus on service issues compared to meeting regarding budget, costs or productivity?

How well do you collect, quantify and act on “subjective” customer opinions?

How often service measurements are consistently fed back to all levels in your organizations?

To what degree supervisors and managers held accountable for their role in assisting service improvements?

To what degree excellent service providers differentiated from average performers?

How many ways does your organization recognize and celebrate the success of customer-contact employees?

Based on your assessments above, what is your overall organizational score?

Total Score=?

By practicing and executing the above regularly, I am sure within a month’s period of times you will see the drastic changes in your sales profession and it would help you to improve your customer service skills for ever to monitor and maintain the customer service file as a part of your job.


We are trying our level best to publish more articles which concern more on selling skills using professional experience!