The Customer Service Commitment Profile is designed to help individuals understand how much “service excellence” is offered to the customer. The profile gathers information from the individual at two levels:
- The individual’s personal views about commitment to customer service, and
- How he/she sees their organization’s efforts to offer service excellence to customers in general.
Because customer service excellence is a large and broad ranging area, this instrument breaks the subject down into six sub-categories, with scores in each area. The Customer Commitment sub-categories are:
- Service leadership, vision and commitment
- Feedback and the voice of the customer
- Service standards
- Empowerment for service
- Customer serving processes and systems
- Rewards and recognition for service excellence
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