Video  Finder
Service Skills Indicator
Synopsis
Assess your skills with this 360 degree assessment tool. It provides a profile of your strengths and areas for development on these clusters of 20 skills:
Service Skills
Purple DotPreparing for service
  • Knowing your business
  • Understanding service expectations
  • Projecting a professional image
  • Anticipating problems
  • Keeping management informed
Red DotIdentifying customer needs
  • Assessing service situations
  • Building rapport
  • Obtaining customer information
Orange DotSatisfying customers
  • Meeting needs
  • Influencing customers
  • Being flexible
  • Checking customer satisfaction
Green DotExceeding expectations
  • Recognising opportunities to excel
  • Giving more
  • Building relationships
Blue DotHandling difficult situations
  • Responding to complaints
  • Dealing with anger
  • Gaining customer co-operation
  • Serving customers with language difficulties
  • Handling service pressure
Package Description
Skill Indicator
Usage Examples
Media Type
 No Display
STOCK CODE
SSI
ISBN
1875645640
Publisher
Seven Dimensions