Developing a Customer Service Mindset

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After viewing the On Demand, complete this assessment to document your learning. If you earn a score of 80% or above, a Certificate of Completion will be emailed to the addresses you share below. If you do not earn a score of 80% or above, you will not receive a certificate email and must retake this assessment.

If you would like ONE of your supervisors to receive a copy of your Certificate of Completion, type his/her email address in the "Other Identifier" section below.

Please make sure the email addresses are typed correctly. (If there is a misspelling, certificates cannot be emailed.)

Email *

You first and last name. (This will appear on your certificate) *

If you would like your certificate to be forwarded to ONE supervisor, type the email address below.

Company *

According to Tony Hsieh, what matters most? *

Your actions

Your words

Your thoughts

How you make people feel

My attitude is NOT *

A customer service mindset includes *

I am here to help.

I am here to serve.

I have an opportunity to impove someone's day.

My goal is to make my customers want to come back.

All of the above

True or False: It is not okay to let your frustration with one customer influence your interaction with another customer. *

True

False

A customer wants to schedule a meeting on a Saturday but you are unable to do so. Which of the following is the best example of a response that 'solves for yes'? *

"It is against company policy to meet on Saturdays."

"My apologies as we are unavailable on Saturdays. I can meet on Mondays, Tuesdays or Thursdays, or any other weekday of your choice.

"I'm sorry. I am not available. Maybe ask someone else."

"Saturdays? We don't do that."

True or False: If I am having a rough day, it is okay to be grumpy with my customers. *

Select ALL the ways you can develop a customer service mindset through experience. *

Observe others having customer interactions.

Observe service firsthand when you are the customer.

Ask co-workers and friends to share their best and worst customer service experiences.

Self-reflect throughout the workday.

Required

True or False: A customer service mindset involves reflecting on your mood/energy level throughout the day and adapting accordingly. *

True

False

Which of the following is NOT an example of clarifying your organization's service standards? *

Responding to an email or phone call whenever you want.

Talking to your supervisor.

Reviewing the employee handbook.

Reading company training materials.

Choose the key point below that you want to focus on the most moving forward.

My attitude is my choice. I can choose to have a mindset focused on the customer.

I can choose to be positive, present and self-aware.

I can choose to not allow past difficulties to influence current customer interactions.

I can choose to design my day and brighten my customer's day.

Clear selection

Do you renew your commitment to having a customer mindset?

Yes, I do! I want my customers to feel acknowledged and appreciated.

No, I don't. I don't care if my customers feel acknowledged and appreciated.

Clear selection

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