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Posted January 25, 2017
Company Service Aptitude Test (C-SAT)
When it comes to Customer service, do you know the rating for your company, location or department? The DiJulius Group has created an incredibly powerful tool called the Company Service Aptitude Test (C-SAT).
The C-SAT not only pinpoints the Service Aptitude Level of your organization, but more importantly, it lets management know where the strengths and opportunities are in order to get to the next level. The C-SAT is based on the X-Commandments to providing a World-Class Customer experience from the groundbreaking book What's the Secret? These are the 10 principles shared by every great Customer service organization.
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The 5 levels of Customer service
This test is designed so that individual departments may take it and score themselves independently. It will take approximately 15 minutes to answer all the questions. If you are taking it to determine the level of Customer service delivered by your company, there are two approaches you can take:
If you choose to take it by department or location, you will obviously have to take it once for each department or location you have. This allows you to determine what departments, managers and front-line employees are stronger and which are weaker. Scores may then be averaged to find an overall company score.
Customized Group C-SAT
The DiJulius Group is also able to compile and group the results for your entire organization or business unit. When you have every manager and senior executive take this test and then compare the results and individual answers to each question, you will be shocked at how they differ.
For example, some leaders will give the highest rating (Extremely Accurate) while others will give the lowest rating (Extremely Inaccurate) for the identical question. It is critically important to uncover the reason why. Obviously someone, or maybe many people, have the wrong assumption that needs to be addressed. See sample report on one question below:
Shocking varying results
In the example above, out of 20 managers who took this C-SAT for the same company, 3 managers (or 15%) answered "Extremely Accurate" for this questions, while 4 managers (or 20%) answered "Extremely Inaccurate". Those are the complete opposite answers for the same question and for the same company. When you go over this report with your management team, you not only uncover which parts of your organization's Customer service need to be addressed, you uncover inconsistencies of management thinking.
This unique reporting service comes with a one-on-one consultation with one of our world-class consultants to go over the immediate opportunities that might surface. Now let's get right to it: take your C-SAT here.
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John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America's #1 Customer Service Conference.