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The Customer Service Knowledge Challenge

Available from Saterfiel & Associates

The Customer Service Knowledge Challenge is a training needs assessment which measures an individual’s knowledge of customer service in the following seven areas:

Attitude - Customer Service Personality

Time Management

Knowledge of Product or Service

Developing and Maintaining Rapport

Identifying Problems, Needs, and Desires

Meeting the Customer’s Needs and Increasing the Order

Order Entry, Fulfillment, Follow Through
An important feature of the report is that it measures an individual's knowledge of customer service skills. The report then provides positive feedback regarding the mastery of each section and provides recommendations for books that are specifically selected to target any areas of weakness concerning that part of the process.

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