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| The following criteria has been developed specifically for My Customer Rules awards, using an International Best Practice benchmark. |
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Judging Criteria
- Attitude
- Did the staff member or team, display a positive attatitude at the point of contact?
- Did the staff or team members behave in an open & optimistic manner?
- Were they flexible in their approach to other customers around you?
- Friendliness
Did the staff:
- Make your feel welcome?
- Assist you in a friendly and helpful manner?
- Make you inclined to seek them out next time you visit
the business?
- Staff Knowledge
Did the staff:
- Quickly know what you were looking for?
- Did they demonstrate an understanding of your needs and
make appropriate recommendations?
- Were they able to explain about
the product or service in detail, without being too technical?
- Taking ownership of Service
- Did the business/individual demonstrate that your satisfaction
was their immediate goal?
- Did the person who served you seem to personally take
responsibility for the quality of service you received?
- If there was a problem, did the staff who dealt with
it take ownership of the problem, and of their willingness
to try resolve it?
- Responsiveness
- Were you promptly attended to?
- Did you feel involved in the total service?
- Reliability
- Did the staff deliver on all promises (eg Did they call
back if they said they would, etc.?)
- Do you feel confident that the staff will always deliver
this level of service.
- Efficiency
- Did the staff behave in an organised & efficient manner while serving you & other customers?
- Did you notice that they were respectful of time in the total service experience?
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