Employees can rate themselves in seven competency areas widely considered to be critical to the ability to provide exemplary service:

• Temperament/disposition
• Attentive listening
• Communicating clearly
• Resolving conflict
• Engaging in joint problem solving
• Carefully negotiating
• Building warmth and empathy

The questionnaire uses graduated response scales (almost never to almost always) that help employees draw accurate conclusions about how skilled they presently are in customer service.

The tool quickly generates insights that deliver results again and again as employees seriously consider how well they:

• Demonstrate an open, give-and-take attitude toward other people and customers
• Hear and understand customers and help them successfully convey what they think and feel
• Make themselves understood when communicating with all kinds of people
• Use a positive, constructive, and solution-focused approach whenever conflict arises
• Analyze situations and customer concerns and suggest actions that can help resolve problems
• Negotiate to create mutually beneficial outcomes
• Build a spirit of trust and sincerity to make customers feel they identify with them and care about their concerns