FOR IMMEDIATE RELEASE CONTACT: Tom Ellis
December 11, 2007 Ellis Communications, Inc.
Phone: (417) 881-5635
Email: tom@elliscomm.com
PHOENIX, Ariz. – Many people adhere to an exercise program to stay
physically fit, and they often measure their progress in simple ways. Telecom
employees who have contact with customers also can assess themselves to
determine their customer service fitness.
“Telecom staff members can become customer service fit by exceeding the
expectations of both their customers and their co-workers,” says David Saxby,
president of Measure-X, a company that specializes in helping telephone
companies improve their customer service and sales. “They can measure their
progress by assessing the way they treat others. The end result is customer
loyalty because caring, personalized service is rare these days. They should
focus on building positive relationships internally and externally because it
leads to the kind of service that delights customers.”
Saxby suggests that telecom employees take the following self-assessment as a
barometer of their customer service fitness.
1. I listen carefully to what my customers tell me so I can understand their
needs and feelings. True/False.
2. I do what is best for my customers, not what is easiest for me. True/False.
3. I give sincere compliments and praise to my co-workers on a regular basis.
True/False.
4. I greet each customer and co-worker as a friend and do my best to improve his
or her day. True/False.
5. I know that my customers are the reason for my work, not an interruption of
my work. True/False.
6. I follow through on every promise I make so my customers and co-workers know
that I’m reliable and trustworthy. True/False.
7. I don’t let one nasty customer ruin my day or the quality of service I
provide for the rest of my customers. True/False.
“If you had six to seven ‘true’ responses, congratulations,” Saxby says. “You
are in great shape. Your customer service fitness is outstanding. If you had
three to five ‘true’ responses, you’re on your way, but you probably need more
practice. If you had fewer than three ‘true’ responses, you would benefit from
customer service training.”
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Measure-X is a measurement, training and recognition company that specializes
in customer service and sales skills. For more information on Measure-X, call
888-644-5499 or visit its Web site at
www.measure-x.com.
