Assessment Tool 1

Answer the following questions in not more than three sentences (each)

1. Why is professionalism important to customer service?

 Professionalism is important to customer service because it is one of the most

vital factor/s for the success of every organization. Being one, is about having
strong skills and competence, it is also about the qualities, manners and
behaviors you exhibit in every clients or business affairs. Maintaining poise
even when facing a difficult situation and being calm in dealing with different
people is an essential attitude and an ethical behavior to be displayed at all
times.

2. What makes a good customer service professional?

 A good customer service professional is the way how you engage with the
clients or customers in providing them a timely, attentive, optimistic, and
making sure their needs are met in a manner that reflects positively to the
company or business. Showing good service, being courteous, responsive,
speedy, competent and consistent is key to maintain trust and confidence of
the customers.

3. Why are customer service skills important?

 Customer service skills important since it will keep the customers coming back.
Delivering excellent service is a good strategy to satisfy and retain the
customers. This skills may also lead to new ventures or opportunities and
therefore may ensure longevity of the company or business.

4. What are the four most common customer service skills?

 The four most common customer service skills are the following; First,
Communication – it is one important skills in customer service because it can
built rapport and understanding that may will lead to a long lasting relationship
with the customer. Second, Empathy – another essential skills in customers’
service since it is a way of understanding their concerns, issues, and feelings.
Dealing with diverse range of customers and/or putting on their shoes every
day is a great ability to portray. Third, Patience – it is a power to endure
hardship. Being patient is vital in customer service, especially in attending an
angry or irritated customer. Lastly, Technical knowledge – is the use of
various areas knowledge that aims to solve problems and other challenging
situations that may arise as part of the work.
Assessment Tool 2

Case Studies
Study the 17 examples of customer service associated skills that support strong
customer service abilities and pick up two that you can apply and practice at your
work station.
Briefly explain how each skill can help you improve your customer service.

1. Active listening
2. Adaptability
3. Attentiveness
4. Conflict resolution
5. Creativity
6. Decision-making
7. Dependability
8. Effective communication
9. Empathy
10. Friendliness
11. Knowledge of your product or service
12. Open-mindedness
13. Patience
14. Quick thinking
15. Reading physical and emotional cues
16. Responsiveness
17. Timeliness

1. Effective communication is an art necessary to understand the need of the

customer and that will help keep them for so long. The ability to communicate clearly
and effectively helps develop good relationship and improve customer service which
is basically vital in our office.

2. Patience accordingly, it is a virtue. It is important because that's part of giving

service to the customer. It helps get ideas of who and what are the different attitudes
of customers that may be encounter daily hence, it helps deliver better service. Also,
study shows that being patient tends to have a happy, healthy and successful career.
Assessment Tool 3

Answer the following questions directly.

1. Maintain a Helpful and Positive Attitude

2. Outsource Your Customer Service
3. Require Work-Appropriate Attire
4. Provide Prompt Responses
5. Follow Up
6. Final Takeaway

1. With your experience, discuss which out of the 6 strategies of showing

professionalism to a customer that is not viable at the moment, to practice at
your school / work setting.

Provide Prompt Responses

2. Why is this strategy not applicable in your school/work setting?

 Sometimes providing prompt responses is hard to do especially that teachers

are overloaded with paper works. They cannot immediately pay attention to
some important matters due to their workloads with abrupt submission even if
those documents were not necessary in the performance of their duty.

3. What are the suggestion needed to put in place this practice for future
implementation.

 Maybe I can suggest to minimize the workloads of the teachers in order to

provide prompt responses to those important things to be done.