MGT 306 CUSTOMER SERVICE ASSESSMENT – CASE STUDY

Student Name: _________________________ Student ID:__________________________

Total Possible Points: 120 – 30 points in-class interview practice

90 points Observation and Assessment of a Hospitality/Service Industry Provider.
DUE DATE: This completed form/template must be UPLOADED to the portal 18.11.2018
NO EXCEPTIONS!
Instructions:
• Select a Hospitality/Service Industry Provider.
• Request a short interview for the purpose of completing your class assignment. If
necessary, show the template (this form) that you will use for the interview.
• After completing the interview, request their business card and signature on this form.
• You will UPLOAD the TYPED form and TURN IN the hard copy (handwritten with
signature and business card of the person you interviewed) on 18.11.2018.
PART I. HOW WOULD YOU DEFINE CUSTOMER SERVICE? Points Possible: 6 points
• As a customer, guest, patient, or client, what does customer service mean to you?

• As a service provider, or potential service provider, what does customer service mean to
you?

• What are the differences and/or similarities in the two (2) responses?

PART II. IDENTIFICATION OF EXTERNAL AND INTERNAL CUSTOMERS

Possible Points: 24
• Describe your external customers (age, gender, income, other characteristics).
• What is important to them?
• What do they like?
• What do they expect from you?
• How do they view you?
MGT 306 CUSTOMER SERVICE ASSESSMENT – CASE STUDY

• What does this profile tell you (the student) about providing service to external
customers?
DEVELOPING A PROFILE OF INTERNAL CUSTOMERS
• Describe your internal customers (age, gender, income, other characteristics).
• What is important to them?
• What do they like?
• What do they expect from you?
• How do they view you?
• What does this profile tell you (the student) about providing service to internal
customers?

PART III. SERVICE PROVIDER SELF ASSESSMENT SCALE – Possible Points: 15/.5
point for each question.
Student ask the interviewee if they want to complete this section themselves OR if they prefer
you to ask the questions and record their response(s).
Instructions: Answer each question according to how often you ACTUALLY exhibit the
described behavior.
4=Always 3=Mostly 2=Sometimes 1=Rarely 0=Never
Do You:
• _____ Consistently provide service in a timely manner consistent with customer needs?
• ____ Provide guests, who are waiting for service, with something to occupy their time
while waiting?
• ___ Keep the sequence of service steps flowing smoothly and incrementally?
• ____ Know and deal with customer service needs in order of priority?
• ___ Keep one step ahead of customer needs?
• ____ Provide needed service to customers before they have to ask for it?
• ____ Orally repeat customer orders or requests back to them?
• ___ Communicate with fellow team members in a timely, accurate, and thorough
manner?
• ____ Ask specific questions when seeking feedback from customers?
• ____ Provide a mechanism for customer feedback other than an oral response?
MGT 306 CUSTOMER SERVICE ASSESSMENT – CASE STUDY

• ___ Say “yes” to unusual or special customer requests?

• ____ Offer a convenience to customers that may be an inconvenience to you?
• ____ Work well under minimal or no supervision?
• ____ Work in an organized and efficient manner?
• ____ Display nothing but positive attitudes on the job?
• ____ Provide service with a smile?
• ____ Reflect a customer-friendly tone of voice?
• ____ Display enthusiasm toward the job?
• ____ Use polite and tactful words when speaking to customers?
• ____Avoid using slang or jargon when speaking to customers?
• ____ Follow a system that facilitates the use of customer names?
• ____ Refer to customers by name when providing or concluding service?
• ____ Provide that “extra touch” when servicing customers?
• ____ Individualize service to customers when necessary?
• ____ Answer all customer questions about products and/or services?
• ____ Provide helpful suggestions to customers?
• ____ Use effective selling skills?
• ____Mention product and/or service upgrades?
• ____ Remain pleasant and calm when customers are upset, angry, or hostile?
• ____ Graciously handle complaints to the customers’ satisfaction?
PART IV: SCORING the Assessment Points Possible: 15
STUDENT: In each category, record the number circled for each of the questions asked. The
resulting percentages will show the strengths and opportunities for improvement. Offer to share
this information to the interviewee at a later date. If there is a lower percentage on a certain skill,
that is a good indication of improvement needed in that area.
Categories and Corresponding Questions:
Timeliness: 1________ 2________ Total ___7____/8 =
_____%
Incremental Flow: 3________ 4________ Total ___7____/8 =
_____%
MGT 306 CUSTOMER SERVICE ASSESSMENT – CASE STUDY

Anticipation: 5________ 6________ Total ___6____/8 =

_____%
Communication: 7________ 8________ Total ___5____/8 =
_____%
Customer Feedback: 9________ 10_______ Total ___7____/8 =
_____%
Accommodation: 11_______ 12_______ Total ___4____/8 =
_____%
Organization/Supervision: 13_______ 14_______ Total ___6____/8 =
_____%
Attitude/Body Language 15_______ 16_______ Total ___5____/8 =
_____%
Attitude/Tone of Voice: 17_______ 18_______ Total ___7____/8 =
_____%
Tact: 19_______ 20_______ Total ___8____/8 =
_____%
Naming Names: 21_______ 22_______ Total ___4____/8 =
_____%
Attentiveness: 23_______ 24_______ Total ___5____/8 =
_____%
Guidance: 25_______ 26_______ Total ___7____/8 =
_____%
Selling Skills: 27_______ 28_______ Total ___5____/8 =
_____%
Gracious Problem Solving: 29 ______ 30________ Total ___7____/8 =
_____%

PART IV: Written Summaries of Parts I, II, and III

Total Points Possible: 30

PART I. Summary:
Points Possible: 10
Describe your experience of interviewing the interviewee. What did you observe? Were you
comfortable asking him/her to define Customer Service? Was the interviewee comfortable
providing his/her definition of Customer Service?
PART II Summary:
Points Possible: 10
Describe your experience of interviewing the interviewee. What did you observe? Were you
comfortable asking him/her to IDENTIFY their External and Internal Customers? Was the
interviewee comfortable IDENTIFYING External and Internal Customers?
MGT 306 CUSTOMER SERVICE ASSESSMENT – CASE STUDY

PART III Summary

Points Possible: 10
Describe your experience of interviewing the interviewee. What did you observe? Were you
comfortable asking the questions on the Service Provider Self-Assessment Scale? Was the
interviewee comfortable providing his/her answers to the Service Provider Self-Assessment
Scale?
Which categories showed a need for improvement?