Price : $ 75.00 
 

 

 

• Customer Service Managers with service agents reporting directly to them.
• Regional Customer Service Managers with service agents reporting directly to them.

1. What do customer services managers perceive to be their management style?
2. How do customer services managers react to change within the organization?
3. Are customer services managers effective planners?
4. Do customer services managers encourage service agents to be involved in important decisions?
5. Are there strong communication differences between customer services managers and service agents?
6. Do customer services managers consider and use measurable tools to motivate service agents?

When should you use this Survey

• When managers and their service agents are not effectively making progress toward company goals and objectives, the Customer Services Management Attitude Survey can highlight differences in beliefs between managers and service agents.
• When training programs are planned for managers, the Customer Service Management Attitude Survey can help identify oarticular development needs to be addressed in the training.
• When a company needs measurable data to monitor the supervising techniques of its managers, the Customer Service Management Attitude Survey is an effective tool to quantify areas of needed improvement.

Areas of Analysis
Employee Orientation
Measures respondents' attitude towards employee development and involvement in decision making as well as openness to input and teamwork.

Attitude towards Change
Measures respondents attitude towards associate potential to change, effects of change and management response to change.

Attitude towards Work Planning
Measures respondents attitude towards use of past data, performance goals, performance reporting and work scheduling.

Customer Communication
Measures respondents attitude towards effects of communication, listening and interpretation of messages.

Customer Services Management Style
Measures respondents attitude towards management feedback to associates and confrontation, follow up on assignments and management effects on work.

 

Motivation
Measures respondents attitude towards organizational involvement, levels of motivation and positive style of management.