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
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.