There is nothing more important for a contact center or any business than providing good quality service. An excellent customer service can help attract positive feedback and improve a company’s revenue. Poor customer service, meanwhile, can frustrate consumers which may lead to poor word-of-mouth advertising and damage one’s reputation.

Answer the questions for the skills that needs evaluation for customer service.

Source:

http://www.infinitcontact.com/blog/how-good-is-your-business-a-checklist-evaluating-your-customer-service/

Step 1: Customer Communication

Do you answer customer calls in a courteous and friendly manner?
Do you always use appropriate greetings?
Do you interact well with customers?
Do you have good listening skills?
Do you quickly respond to customer e-mails, telephone queries and complaints?

Step 2: Product Knowledge

Do you know by heart your products and services?
Can you confidently explain the company’s products and services?
Will you be able to explain the basic components of each product, features and benefits?
Do you understand how to match specific products and services with particular customer needs?