UpDate - Vol. 11, No. 39, Page E1
August 20, 1992
Employee Development and Training
Attitude is your key to success

     To check your customer service attitude and see where you stand,
complete this survey.  Answer each statement to the best of your
knowledge and as honestly as possible.


     Circle one.
     1.   T or F    Customers expect too much from me.
     2.   T or F    Customers should try to understand some of our
                    problems.
     3.   T or F    It is not reasonable for a customer to expect a
                    fast response on every call.
     4.   T or F    Customers are too dependent.
     5.   T or F    Customers should not mind being placed on hold for
                    a minute or so.
     6.   T or F    If customers knew how many calls I handled every
                    day, they would appreciate me more.
     7.   T or F    Customers should show greater patience.
     8.   T or F    Customers should understand why we can't help them
                    when they first call.
     9.   T or F    Customers are too quick to escalate problems to my
                    supervisor.
     10.  T or F    Most customers should try to solve their own
                    problems before they call us.

     Give yourself 1 point for each false answer you circled and 2
       points for each true answer you circled.  Score ________
     The answers and in-depth explanations are located on page 4.

     Reprinted with permission from Telephone Courtesy and Customer
Service, Lloyd C. Finch, Crisp Publications, Inc. (c)1990.