| customer service self assessment examples: How to Be Good at Performance Appraisals Dick Grote, 2011-07-05 Do you supervise people? If so, this book is for you. One of a manager’s toughest—and most important—responsibilities is to evaluate an employee’s performance, providing honest feedback and clarifying what they’ve done well and where they need to improve. In How to Be Good at Performance Appraisals, Dick Grote provides a concise, hands-on guide to succeeding at every step of the performance appraisal process—no matter what performance management system your organization uses. Through step-by-step instructions, examples, do-and-don’t bullet lists, sample dialogues, and suggested scripts, he shows you how to handle every appraisal activity from setting goals and defining job responsibilities to evaluating performance quality and discussing the performance evaluation face-to-face. Based on decades of experience guiding managers through their biggest challenges, Grote helps answer the questions he hears most often: • How do I set goals effectively? How many goals should someone set? • How do I evaluate a person’s behaviors? Which counts more, behaviors or results? • How do I determine the right performance appraisal rating? How do I explain my rating to a skeptical employee? • How do I tell someone she’s not meeting my expectations? How do I deliver bad news? Grote also explains how to tackle other thorny performance management tasks, including determining compensation and terminating poor performers. In accessible and useful language, How to Be Good at Performance Appraisals will help you handle performance appraisals confidently and successfully, no matter the size or culture of your organization. It’s the one book you need to excel at this daunting yet critical task. |
| customer service self assessment examples: The Effortless Experience Matthew Dixon, Nick Toman, Rick DeLisi, 2013-09-12 Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked. |
| customer service self assessment examples: 2600 Phrases for Effective Performance Reviews Paul Falcone, 2005-06-10 This trusted reference puts thousands of ready-to-use words, phrases, descriptions, and action items right at your fingertips — perfect for review time, creating development plans, and monitoring performance year-round. Whether you're an HR professional or a manager, chances are there's one task you really dislike: giving performance reviews. Even if you know the basic points you want to get across, finding the right words and committing them to paper is about as much fun as a trip to the dentist. This phrasebook puts the right words in your hands with phrases that managers, supervisors, and HR professionals can use to help them properly evaluate performance and make the whole process much smoother. In 2600 Phrases for Effective Performance Reviews, renowned career expert Paul Falcone covers the 25 most commonly-rated performance factors including: productivity, time management, teamwork, decision making, and more! Falcone also shares job-specific parameters that apply in sales, customer service, finance, and many other areas and industries. 2600 Phrases for Effective Performance Reviews is useful not just for review time but will also be instrumental in creating job descriptions and development plans as well as monitoring performance, progress, and problems year-round. |
| customer service self assessment examples: Transforming the Pain Karen W. Saakvitne, Laurie A. Pearlman, 1996 This workbook provides tools for self-assessment, guidelines and activities for addressing vicarious traumatization, and exercises to use with groups of helpers. |
| customer service self assessment examples: Customer Care Excellence Sarah Cook, 2008 Emphasizing both strategic and practical aspects of customer care, this work explains how gaining customer commitment and motivating employees to deliver an excellent service at all of a company's touch points can ensure successful results and satisfied customers. |
| customer service self assessment examples: Get The Job You Want, Even When No One's Hiring Ford R. Myers, 2009-06-05 Get the Job You Want, Even When No One’s Hiring You CAN find a good job in a bad economy – but NOT with conventional search strategies. New Rules for a New Reality Today’s job market is the toughest in recent history, and the challenges are here to stay. Even so, you CAN get the job you want – IF you discard conventional approaches to the search. Get the Job You Want, Even When No One’s Hiring is the ONLY career book that: Explains the special strategies necessary to land a job during an economic crisis Integrates comprehensive, practical guidance on both job search and career management Provides an extensive online “Job Search Survival Toolkit” to augment the book Addresses the realities of this job market with real-world, actionable steps Positions this downturn in the economy as a positive opportunity to develop a much better career In Get the Job You Want, Even When No One’s Hiring, career expert Ford R. Myers maps the new world of job search and reveals essential strategies for your success. You’ll learn how to seize opportunities that aren’t posted yet ... how to make yourself an instant asset to potential employers ... how to clearly stand-out as the best candidate ... and how to leverage social media, blogs, and other Web tools. Best of all, you’ll learn how to “recession-proof” your career for the long term. Can YOU Get the Job You Want, Even When No One’s Hiring? With this powerful new book – YES, you can! |
| customer service self assessment examples: Career Glow Up Jennifer Brick, 2023-01-10 Career Glow Up: How to Own Your Ambition and Create the Career of Your Dreams is perfect for finding your next step and giving you the confidence to put your career first. |
| customer service self assessment examples: Betting on You Laurie Ruettimann, 2021-01-12 Indispensable reading for anyone seeking to improve their professional selves. —Daniel H. Pink, #1 New York Times bestselling author of When An essential guide for how to snap out of autopilot and become your own best advocate, with candid anecdotes and easy-to-adopt steps, from veteran HR specialist and popular podcast host Laurie Ruettimann Chances are you've spent the past few months cooped up inside, buried under a relentless news cycle and work that never seems to switch off. Millions of us worldwide are overworked, exhausted, and trying our hardest—yet not getting the recognition we deserve. It’s time for a fix. Top career coach and HR consultant Laurie Ruettimann knows firsthand that work can get a hell of a lot better. A decade ago, Ruettimann was uninspired, blaming others and herself for the unhappiness she felt. Until she had an epiphany: if she wanted a fulfilling existence, she couldn’t sit around and wait for change. She had to be her own leader. She had to truly take ahold of life—the good, the bad, and the downright ugly—in order to transform her future. Today, as businesses prioritize their bottom line over employee satisfaction and workers become increasingly isolated, the need to safeguard your well-being is crucial. And though this sounds intimidating, it’s easier to do than you think. Through tactical advice on how to approach work in a smart and healthy manner, which includes knowing when to sign off for the day, doubling down on our capacity to learn, fixing those finances, and beating impostor syndrome once and for all, Ruettimann lays out the framework necessary to champion your interests and create a life you actually enjoy. Packed with advice and stories of others who regained control of their lives, Betting on You is a game-changing must-read for how to radically improve your day-to-day, working more effectively and enthusiastically starting now. |
| customer service self assessment examples: Customer Service Training 101 Renee Evenson, 2011 Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition ofCustomer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include How Do I Measure Up? self-assessments, and Doing It Right examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more. |
| customer service self assessment examples: Performance Appraisals and Phrases For Dummies Ken Lloyd, 2009-08-11 The tools you need to enrich the performance-appraisal experience as you streamline the process Whether you're a manger looking to implement employee appraisals for the first time, concerned with improving the quality and effectiveness of the appraisal process, or simply trying to save time and mental anguish Performance Appraisals & Phrases For Dummies provides the tools you need to save time and energy while presenting fair and accurate evaluations that foster employee growth. This convenient, portable package includes a full-length appraisal phrasebook featuring over 3,200 spot-on phrases and plenty of quick-hitting expert tips on making the most out of the process. You'll also receive online access to writable, customizable sample evaluation forms other timesaving resources. Includes more than 3,200 phrases for clear, and helpful evaluations Helps make evaluations faster, more effective, and far less stressful Offers far more advice and coaching than other performance appraisal books Serves as an ideal guide for managers new to the appraisal process With expert advice from Ken Lloyd, a nationally recognized consultant and author, Performance Appraisals and Phrases For Dummies makes the entire process easier, faster, and more productive for you and your employees. |
| customer service self assessment examples: The Performance Appraisal Tool Kit Paul Falcone, Winston Tan, 2013-05-15 The key difference between a highly successful organization and one that just merely reaches its quarterly goals--most of the time--might very well be how they address performance reviews. Are they just a perfunctory, annual “check-off,” with no other goal than to justify salary increases, or does the organization truly know how to manage and measure its employees’ performances to best impact a company’s bottom line? In The Performance Appraisal Tool Kit, you will discover a customizable appraisal template covering the essential areas of performance and conduct and learn how they can adapt it to fit varying business strategies. After all, every organization is a unique entity, therefore, the performance appraisal plan must also be unique to its company. To find the process that best increases efficiency and effectiveness in your workplace, learn how to: Profile ideal employee performance and behavior Design competencies that power performance, both at the individual and enterprise level Drive future change by setting your organization's strategic direction Retool the appraisal as needed to ratchet up expectations over time There’s nothing more valuable to a company in the long-term than a motivated and dedicated workforce. The Performance Appraisal Tool Kit gives you the resources you need to construct a performance appraisal program that will accommodate market changes, revised priorities, and increasing productivity targets--and in the end, will lift your organization to a higher level. |
| customer service self assessment examples: Ask a Manager Alison Green, 2018-05-01 From the creator of the popular website Ask a Manager and New York’s work-advice columnist comes a witty, practical guide to 200 difficult professional conversations—featuring all-new advice! There’s a reason Alison Green has been called “the Dear Abby of the work world.” Ten years as a workplace-advice columnist have taught her that people avoid awkward conversations in the office because they simply don’t know what to say. Thankfully, Green does—and in this incredibly helpful book, she tackles the tough discussions you may need to have during your career. You’ll learn what to say when • coworkers push their work on you—then take credit for it • you accidentally trash-talk someone in an email then hit “reply all” • you’re being micromanaged—or not being managed at all • you catch a colleague in a lie • your boss seems unhappy with your work • your cubemate’s loud speakerphone is making you homicidal • you got drunk at the holiday party Praise for Ask a Manager “A must-read for anyone who works . . . [Alison Green’s] advice boils down to the idea that you should be professional (even when others are not) and that communicating in a straightforward manner with candor and kindness will get you far, no matter where you work.”—Booklist (starred review) “The author’s friendly, warm, no-nonsense writing is a pleasure to read, and her advice can be widely applied to relationships in all areas of readers’ lives. Ideal for anyone new to the job market or new to management, or anyone hoping to improve their work experience.”—Library Journal (starred review) “I am a huge fan of Alison Green’s Ask a Manager column. This book is even better. It teaches us how to deal with many of the most vexing big and little problems in our workplaces—and to do so with grace, confidence, and a sense of humor.”—Robert Sutton, Stanford professor and author of The No Asshole Rule and The Asshole Survival Guide “Ask a Manager is the ultimate playbook for navigating the traditional workforce in a diplomatic but firm way.”—Erin Lowry, author of Broke Millennial: Stop Scraping By and Get Your Financial Life Together |
| customer service self assessment examples: Evaluating Your Practice Catherine Alter, Wayne Evens, 1990 |
| customer service self assessment examples: Self-Leadership Christopher P. Neck, Charles C. Manz, Jeffery D. Houghton, 2016-06-17 Written by the scholars who first developed the theory of self-leadership (Christopher P. Neck, Charles C. Manz, & Jeffery D. Houghton), Self-Leadership: The Definitive Guide to Personal Excellence offers powerful yet practical advice for leading yourself to personal excellence. Grounded in research, this milestone book is based on a simple yet revolutionary principle: First learn to lead yourself, and then you will be in a solid position to effectively lead others. This inclusive approach to self-motivation and self-influence equips readers with the strategies and tips they need to build a strong foundation in the study of management, as well as enhancing their own personal effectiveness. |
| customer service self assessment examples: Outstanding Customer Service David E. Deviney, 1998 In today's marketplace, outstanding customer service may be the only thing that distinguishes your organization from your competitors. Outstanding Customer Service shows you how to provide the kind of service that generates customer loyalty (and repeat business) by developing key skills as well as systems that support and reinforce them. Dr. David Deviney is the owner of David Deviney and Associates, a consulting firm that serves a variety of industries. As a consultant, Dr. Deviney specializes in customer service, strategic planning, and behavioral change. Each book in the American Media How-To Series presents valuable information in a self-study format. Whether it's interviewing, customer service, or even termination skills, American Media's How-To Series of books will help you develop and retain a competitive advantage in today's workplace. Book jacket. |
| customer service self assessment examples: Positive Intelligence Shirzad Chamine, 2012 Chamine exposes how your mind is sabotaging you and keeping your from achieving your true potential. He shows you how to take concrete steps to unleash the vast, untapped powers of your mind. |
| customer service self assessment examples: Mastering Customer Service: Strategies for Excellence Charles Nehme, Introduction Purpose of the Book In an era where customers have more choices than ever, exceptional customer service has become a key differentiator that sets successful businesses apart from the rest. The aim of this book is to provide you with a comprehensive guide to mastering customer service. Whether you're a seasoned professional, a new hire, or a business owner, this book will equip you with the knowledge and skills needed to deliver outstanding service and foster lasting customer relationships. Importance of Customer Service in Today's Market Customer service is no longer just a support function—it is a strategic element of business success. With the rise of social media and online reviews, a single customer interaction can influence thousands of potential customers. Great customer service can turn a one-time buyer into a loyal advocate, while poor service can drive customers away and damage your brand's reputation. This book explores why customer service matters more than ever and how it can impact your bottom line. Overview of What the Reader Will Learn This book is divided into six parts, each designed to cover a different aspect of customer service: Foundations of Customer Service: Understand the core principles and importance of customer service, including the customer journey and expectations. Building a Customer-Centric Culture: Learn how to create an organizational culture that prioritizes customer satisfaction through leadership, employee engagement, and a positive workplace environment. Essential Customer Service Skills: Develop key skills such as effective communication, problem-solving, conflict resolution, and time management. Tools and Techniques: Discover the tools and techniques that can enhance your customer service, including feedback mechanisms, technology, and performance measurement. Advanced Strategies: Explore advanced strategies like personalization, customer loyalty programs, and crisis management to elevate your customer service efforts. Industry-Specific Customer Service: Gain insights into best practices tailored to specific industries such as retail, hospitality, and B2B services. The Evolution of Customer Service Customer service has evolved significantly over the years. From the early days of face-to-face interactions and telephone support to the modern era of digital communication and AI-driven solutions, the way businesses interact with customers has transformed. This section will provide a historical perspective on the evolution of customer service, highlighting key milestones and the changing expectations of customers. By understanding the past, we can better appreciate the present and anticipate the future trends in customer service. This book will not only provide you with practical tips and strategies but also encourage you to think critically about how you can innovate and adapt to meet the ever-evolving needs of your customers. Welcome to Mastering Customer Service: Strategies for Excellence. Let's embark on this journey together to create exceptional customer experiences and drive your business to new heights. |
| customer service self assessment examples: Dare to Lead Brené Brown, 2018-10-09 #1 NEW YORK TIMES BESTSELLER • Brené Brown has taught us what it means to dare greatly, rise strong, and brave the wilderness. Now, based on new research conducted with leaders, change makers, and culture shifters, she’s showing us how to put those ideas into practice so we can step up and lead. Don’t miss the five-part HBO Max docuseries Brené Brown: Atlas of the Heart! NAMED ONE OF THE BEST BOOKS OF THE YEAR BY BLOOMBERG Leadership is not about titles, status, and wielding power. A leader is anyone who takes responsibility for recognizing the potential in people and ideas, and has the courage to develop that potential. When we dare to lead, we don’t pretend to have the right answers; we stay curious and ask the right questions. We don’t see power as finite and hoard it; we know that power becomes infinite when we share it with others. We don’t avoid difficult conversations and situations; we lean into vulnerability when it’s necessary to do good work. But daring leadership in a culture defined by scarcity, fear, and uncertainty requires skill-building around traits that are deeply and uniquely human. The irony is that we’re choosing not to invest in developing the hearts and minds of leaders at the exact same time as we’re scrambling to figure out what we have to offer that machines and AI can’t do better and faster. What can we do better? Empathy, connection, and courage, to start. Four-time #1 New York Times bestselling author Brené Brown has spent the past two decades studying the emotions and experiences that give meaning to our lives, and the past seven years working with transformative leaders and teams spanning the globe. She found that leaders in organizations ranging from small entrepreneurial startups and family-owned businesses to nonprofits, civic organizations, and Fortune 50 companies all ask the same question: How do you cultivate braver, more daring leaders, and how do you embed the value of courage in your culture? In this new book, Brown uses research, stories, and examples to answer these questions in the no-BS style that millions of readers have come to expect and love. Brown writes, “One of the most important findings of my career is that daring leadership is a collection of four skill sets that are 100 percent teachable, observable, and measurable. It’s learning and unlearning that requires brave work, tough conversations, and showing up with your whole heart. Easy? No. Because choosing courage over comfort is not always our default. Worth it? Always. We want to be brave with our lives and our work. It’s why we’re here.” Whether you’ve read Daring Greatly and Rising Strong or you’re new to Brené Brown’s work, this book is for anyone who wants to step up and into brave leadership. |
| customer service self assessment examples: The Highly Engaged Classroom Robert J. Marzano, Debra J. Pickering, 2010-03-21 Student engagement happens as a result of a teacher’s careful planning and execution of specific strategies. This self-study text provides in-depth understanding of how to generate high levels of student attention and engagement. Using the suggestions in this book, every teacher can create a classroom environment where engagement is the norm, not the exception. |
| customer service self assessment examples: The Elegant Pitch Mike Figliuolo, 2016-08-22 “The cure for death by PowerPoint and analysis paralysis . . . build support for your idea before you do a single calculation in a spreadsheet.” —Eric Grossat, Vice President, Global Marketing HCV, AbbVie “We’re sorry but your recommendation wasn’t approved.” We’ve all heard those words; it’s a sentence that swallows your hopes and crushes your confidence. Getting ideas or projects approved and securing the resources needed to implement them is one of the greatest challenges business leaders face. With multiple stakeholders, constrained budgets, and competing agendas, it’s difficult to cut through the clutter and garner the required support. The Elegant Pitch provides a simple, proven process to go from idea to approval more quickly and effectively than ever before. This is the same method used by elite strategy consulting firms such as McKinsey & Co. and Bain Consulting. But you don’t have to be a high-priced consultant to master a process that promises: Clearer and more compelling recommendations and ideas Shorter and crisper communications Greater efficiency Shorter and fewer meetings More efficient decision-making processes A higher likelihood of getting your recommendations approved Do less work, hold fewer and shorter meetings, and get ideas approved on the first pass? Sign me up! By using the methods in The Elegant Pitch, you can get to “yes” more quickly and drive the results that set you apart from the crowd. “If you need to frame up situations, challenges, and decision paths or you’re looking for support, budget, and headcount for your ideas, you’ll want to read this book twice.” —Suzie Reider, Managing Director, Brand Solutions, YouTube/Google |
| customer service self assessment examples: Model Rules of Professional Conduct American Bar Association. House of Delegates, Center for Professional Responsibility (American Bar Association), 2007 The Model Rules of Professional Conduct provides an up-to-date resource for information on legal ethics. Federal, state and local courts in all jurisdictions look to the Rules for guidance in solving lawyer malpractice cases, disciplinary actions, disqualification issues, sanctions questions and much more. In this volume, black-letter Rules of Professional Conduct are followed by numbered Comments that explain each Rule's purpose and provide suggestions for its practical application. The Rules will help you identify proper conduct in a variety of given situations, review those instances where discretionary action is possible, and define the nature of the relationship between you and your clients, colleagues and the courts. |
| customer service self assessment examples: The Five Most Important Questions You Will Ever Ask About Your Organization Peter F. Drucker, 2008-04-18 With Peter Drucker's five essential questions and the help of five of today's thought leaders, this little book will challenge readers to take a close look at the very heart of their organizations and what drives them. A tool for self-assessment and transformation, answering these five questions will fundamentally change the way you work, helping you lead your organization to an exceptional level of performance. Peter Drucker's five questions are: What is our Mission? with Jim Collins Who is our Customer? with Phil Kotler What does the Customer Value? with Jim Kouzes What are our Results? with Judith Rodin What is our Plan? with V. Kasturi Rangan These essential questions, grounded in Peter Drucker's theories of management, will take readers on a exploration of organizational and personal self-discovery, giving them a means to assess how to be--how to develop quality, character, mind-set, values and courage. The questions lead to action. By asking these questions, readers can focus on why they are doing what they are doing in their work, and how to do it better. Designed for today's busy professionals, this brief, clear and accessible book will challenge readers to ask these provocative questions and it will stimulate spirited discussions and action within any organization, inspiring positive change and new levels of excellence, helping all to envision the future of theirs' or any organization. |
| customer service self assessment examples: 96 Great Interview Questions to Ask Before You Hire Paul FALCONE, 2008-11-12 More than 100,000 copies sold! Every harried interviewer knows the result of throwing out vague questions to potential employees: vague answers and potentially disastrous hiring decisions. Presented in a handy question-and-answer format, 96 Great Interview Questions to Ask Before You Hire provides readers with the tools they need to elicit honest and complete information from job candidates, plus helpful hints on interpreting the responses. The book gives interviewers everything they need to: identify high-performance job candidates • probe beyond superficial answers • spot “red flags” indicating evasions or untruths • get references to provide real information • negotiate job offers to attract winners. Included in this revised and updated edition are new material on background checks, specific challenges posed by the up-and-coming millennial generation, and ideas for reinventing the employment application to gather more in-depth information than ever before. Packed with insightful questions, this book serves as a ready reference for both managers and human resources professionals alike. |
| customer service self assessment examples: 101 Tough Conversations to Have with Employees Paul Falcone, 2009-04-30 Inappropriate attire, lateness, sexually offensive behavior, not to mention productivity and communication issues--these are just a few of the uncomfortable topics bosses must sometimes discuss with their employees. With years of experience as the VP of employee relations at major entertainment companies, author Paul Falcone offers unique insight into the tools and skills required for managers to address some of the most common--as well as the most serious--employee problems they are likely to encounter. Falcone’s book 101 Tough Conversations to Have with Employees equips managers to facilitate clear, direct interactions with their employees by offering realistic sample dialogues managers can use to sidestep potential awkwardness. Covering everything from substandard performance reviews to personal hygiene to termination meetings, this handy guide helps managers treat their people with dignity, focusing not just on what to say but also on how to say it. With a plethora of proven, realistic techniques, managers will learn how to protect themselves and their organizations--and get the very best from their people. |
| customer service self assessment examples: ADKAR Jeff Hiatt, 2006 In his first complete text on the ADKAR model, Jeff Hiatt explains the origin of the model and explores what drives each building block of ADKAR. Learn how to build awareness, create desire, develop knowledge, foster ability and reinforce changes in your organization. The ADKAR Model is changing how we think about managing the people side of change, and provides a powerful foundation to help you succeed at change. |
| customer service self assessment examples: Self-assessment and Goal Setting Kathleen Gregory, Caren Cameron, Anne Davies, 2011 In the foreword to Self-Assessment and Goal Setting, Heidi Andrade explains that ¿self-assessment is a key element in formative assessment because it involves students in thinking about the quality of their own work rather than relying on their teacher as the sole source of evaluative judgments.¿ Throughout this second book in the Knowing What Counts series, authors Kathleen Gregory, Caren Cameron, and Anne Davies describe ways for teachers to create more involved students by including them in the assessment of their own work.The first section in this book provides ten self-assessment activities for students and details how to: (1) introduce the purpose of the activities to students, (2) implement the activities, and (3) provide different opportunities for practice. The authors encourage the reader to adapt the examples they provide as needed to best fit their specific needs and circumstances. In the second section, the authors describe how to make goal setting a logical extension of self-assessment. Guidelines are provided for short-term and long-term goals. The third section contains common questions teachers may have about the concepts presented in the first two sections of the book as well as questions parents and students may bring to educators in response to the activities described in these sections. The authors respond to these questions in detail, giving educators the knowledge they need to properly implement these strategies and respond to others¿ concerns. |
| customer service self assessment examples: How to Give Effective Feedback to Your Students, Second Edition Susan M. Brookhart, 2017-03-10 Properly crafted and individually tailored feedback on student work boosts student achievement across subjects and grades. In this updated and expanded second edition of her best-selling book, Susan M. Brookhart offers enhanced guidance and three lenses for considering the effectiveness of feedback: (1) does it conform to the research, (2) does it offer an episode of learning for the student and teacher, and (3) does the student use the feedback to extend learning? In this comprehensive guide for teachers at all levels, you will find information on every aspect of feedback, including • Strategies to uplift and encourage students to persevere in their work. • How to formulate and deliver feedback that both assesses learning and extends instruction. • When and how to use oral, written, and visual as well as individual, group, or whole-class feedback. • A concise and updated overview of the research findings on feedback and how they apply to today's classrooms. In addition, the book is replete with examples of good and bad feedback as well as rubrics that you can use to construct feedback tailored to different learners, including successful students, struggling students, and English language learners. The vast majority of students will respond positively to feedback that shows you care about them and their learning. Whether you teach young students or teens, this book is an invaluable resource for guaranteeing that the feedback you give students is engaging, informative, and, above all, effective. |
| customer service self assessment examples: Integrated Multi-Tiered Systems of Support Kent McIntosh, Steve Goodman, 2016-03-15 Many schools have implemented academic response to intervention (RTI) and schoolwide positive behavioral interventions and supports (PBIS) as separate initiatives. This book provides keys to making these programs more effective, seamless, efficient, and sustainable by combining them into a single multi-tiered system of support (MTSS). Steps and strategies are outlined for integrating data structures, practices, teams, and district systems. Contributing authors present detailed case examples of successful MTSS implementation in three states. In a large-size format with lay-flat binding, the book features 27 reproducible checklists and evaluation tools. Purchasers get access to a companion website where they can download and print the reproducible materials plus other helpful resources. This book is in The Guilford Practical Intervention in the Schools Series, edited by T. Chris Riley-Tillman. |
| customer service self assessment examples: Self-Determination Michael L. Wehmeyer, Sharon L. Field, 2007-01-05 There is not available a more comprehensive book in the area of self-determination. —Melinda Pierson, Department of Special Education California State University, Fullerton Unique because it provides direction for teaching and supporting self-determined behavior across all age groups and also within the general education classroom and curricula. —Marianne Mooney, Senior Research Associate TransCen, Inc., Post-Secondary Learning and Careers Give students with disabilities powerful tools for success in school and in life! Michael Wehmeyer and Sharon Field present research-proven instructional strategies that empower special needs students at all grade levels to make their own decisions. Self-Determination offers detailed and current practitioner-oriented approaches in combination with extensive teacher reproducibles—all within the context of inclusion, standards-based reform, and access to the general curriculum. Linked to the IDEA requirement for individualized transition plans, this user-friendly resource assists practitioners in teaching the skills necessary for making decisions about employment, job skills, further schooling, and independent living. Educators will discover how to: Encourage students to become their own advocates by practicing assertive behavior Use needs-assessment techniques to determine the level of instruction required for each student Teach effective choice making, problem solving, and goal setting Support both families and fellow educators in their efforts to teach self-determination skills Special education teachers, general educators, and administrators will find this handbook an invaluable guide for helping students establish their own goals and plan for a strong and healthy future! |
| customer service self assessment examples: HBR Guide to Dealing with Conflict (HBR Guide Series) Amy Gallo, 2017-03-14 Learn to assess the situation, manage your emotions, and move on. While some of us enjoy a lively debate with colleagues and others prefer to suppress our feelings over disagreements, we all struggle with conflict at work. Every day we navigate an office full of competing interests, clashing personalities, limited time and resources, and fragile egos. Sure, we share the same overarching goals as our colleagues, but we don't always agree on how to achieve them. We work differently. We rub each other the wrong way. We jockey for position. How can you deal with conflict at work in a way that is both professional and productive--where it improves both your work and your relationships? You start by understanding whether you generally seek or avoid conflict, identifying the most frequent reasons for disagreement, and knowing what approaches work for what scenarios. Then, if you decide to address a particular conflict, you use that information to plan and conduct a productive conversation. The HBR Guide to Dealing with Conflict will give you the advice you need to: Understand the most common sources of conflict Explore your options for addressing a disagreement Recognize whether you--and your counterpart--typically seek or avoid conflict Prepare for and engage in a difficult conversation Manage your and your counterpart's emotions Develop a resolution together Know when to walk away Arm yourself with the advice you need to succeed on the job, with the most trusted brand in business. Packed with how-to essentials from leading experts, the HBR Guides provide smart answers to your most pressing work challenges. |
| customer service self assessment examples: The Business Analysis Handbook Helen Winter, 2019-09-03 FINALIST: Business Book Awards 2020 - Specialist Book Category FINALIST: PMI UK National Project Awards 2019 - Project Management Literature Category The business analyst role can cover a wide range of responsibilities, including the elicitation and documenting of business requirements, upfront strategic work, design and implementation phases. Typical difficulties faced by analysts include stakeholders who disagree or don't know their requirements, handling estimates and project deadlines that conflict, and what to do if all the requirements are top priority. The Business Analysis Handbook offers practical solutions to these and other common problems which arise when uncovering requirements or conducting business analysis. Getting requirements right is difficult; this book offers guidance on delivering the right project results, avoiding extra cost and work, and increasing the benefits to the organization. The Business Analysis Handbook provides an understanding of the analyst role and the soft skills required, and outlines industry standard tools and techniques with guidelines on their use to suit the most appropriate situations. Covering numerous techniques such as Business Process Model and Notation (BPMN), use cases and user stories, this essential guide also includes standard templates to save time and ensure nothing important is missed. |
| customer service self assessment examples: Design in Five Nicole Dimich, 2014-09-11 Fully engage learners in your classroom. Discover how to create high-quality assessments using a five-phase design protocol. Explore types and traits of quality assessment, and learn how to develop assessments that are innovative, effective, and engaging. Evaluate whether your current assessments meet the design criteria, and discover how to use this process collaboratively with your team. |
| customer service self assessment examples: Building Mobile Apps at Scale Gergely Orosz, 2021-04-06 While there is a lot of appreciation for backend and distributed systems challenges, there tends to be less empathy for why mobile development is hard when done at scale. This book collects challenges engineers face when building iOS and Android apps at scale, and common ways to tackle these. By scale, we mean having numbers of users in the millions and being built by large engineering teams. For mobile engineers, this book is a blueprint for modern app engineering approaches. For non-mobile engineers and managers, it is a resource with which to build empathy and appreciation for the complexity of world-class mobile engineering. The book covers iOS and Android mobile app challenges on these dimensions: Challenges due to the unique nature of mobile applications compared to the web, and to the backend. App complexity challenges. How do you deal with increasingly complicated navigation patterns? What about non-deterministic event combinations? How do you localize across several languages, and how do you scale your automated and manual tests? Challenges due to large engineering teams. The larger the mobile team, the more challenging it becomes to ensure a consistent architecture. If your company builds multiple apps, how do you balance not rewriting everything from scratch while moving at a fast pace, over waiting on centralized teams? Cross-platform approaches. The tooling to build mobile apps keeps changing. New languages, frameworks, and approaches that all promise to address the pain points of mobile engineering keep appearing. But which approach should you choose? Flutter, React Native, Cordova? Native apps? Reuse business logic written in Kotlin, C#, C++ or other languages? What engineering approaches do world-class mobile engineering teams choose in non-functional aspects like code quality, compliance, privacy, compliance, or with experimentation, performance, or app size? |
| customer service self assessment examples: World-class Courtesy National Performance Review (U.S.), 1997 |
| customer service self assessment examples: Fair Play Eve Rodsky, 2021-01-05 AN INSTANT NEW YORK TIMES BESTSELLER • A REESE'S BOOK CLUB PICK Tired, stressed, and in need of more help from your partner? Imagine running your household (and life!) in a new way... It started with the Sh*t I Do List. Tired of being the “shefault” parent responsible for all aspects of her busy household, Eve Rodsky counted up all the unpaid, invisible work she was doing for her family—and then sent that list to her husband, asking for things to change. His response was...underwhelming. Rodsky realized that simply identifying the issue of unequal labor on the home front wasn't enough: She needed a solution to this universal problem. Her sanity, identity, career, and marriage depended on it. The result is Fair Play: a time- and anxiety-saving system that offers couples a completely new way to divvy up domestic responsibilities. Rodsky interviewed more than five hundred men and women from all walks of life to figure out what the invisible work in a family actually entails and how to get it all done efficiently. With 4 easy-to-follow rules, 100 household tasks, and a series of conversation starters for you and your partner, Fair Play helps you prioritize what's important to your family and who should take the lead on every chore, from laundry to homework to dinner. “Winning” this game means rebalancing your home life, reigniting your relationship with your significant other, and reclaiming your Unicorn Space—the time to develop the skills and passions that keep you interested and interesting. Stop drowning in to-dos and lose some of that invisible workload that's pulling you down. Are you ready to try Fair Play? Let's deal you in. |
| customer service self assessment examples: HBR Guide to Performance Management (HBR Guide Series) Harvard Business Review, 2017-06-20 Efficiently and effectively assess employees performance. Are your employees meeting their goals? Is their work improving over time? Understanding where your employees are succeeding—and falling short—is a pivotal part of ensuring you have the right talent to meet organizational objectives. In order to work with your people and effectively monitor their progress, you need a system in place. The HBR Guide to Performance Management provides a new multi-step, cyclical process to help you keep track of your employees' work, identify where they need to improve, and ensure they're growing with the organization. You'll learn to: Set clear employee goals that align with company objectives Monitor progress and check in regularly Close performance gaps Understand when to use performance analytics Create opportunities for growth, tailored to the individual Overcome and avoid burnout on your team Arm yourself with the advice you need to succeed on the job, with the most trusted brand in business. Packed with how-to essentials from leading experts, the HBR Guides provide smart answers to your most pressing work challenges. |
| customer service self assessment examples: Learning Agility David F. Hoff, W. Warner Burke, 2017-12-15 Learning agility is not a new concept, but it took years of research to prove that it really does exist, and can be quantified on an individual level. Out of that research came the introduction of the Burke Learning Agility Inventory¿ (Burke LAI) as the first reliable, theoretically grounded way to measure learning agility. This book explains how learning agility is measured, and explores the ways that this information can be developed and applied by individuals and organizations. |
| customer service self assessment examples: The New Rules of Work Alexandra Cavoulacos, Kathryn Minshew, 2017 In this definitive guide to the ever-changing modern workplace, Kathryn Minshew and Alexandra Cavoulacos, the co-founders of popular career website TheMuse.com, show how to play the game by the New Rules. The Muse is known for sharp, relevant, and get-to-the-point advice on how to figure out exactly what your values and your skills are and how they best play out in the marketplace. Now Kathryn and Alex have gathered all of that advice and more in The New Rules of Work. Through quick exercises and structured tips, the authors will guide you as you sort through your countless options; communicate who you are and why you are valuable; and stand out from the crowd. The New Rules of Work shows how to choose a perfect career path, land the best job, and wake up feeling excited to go to work every day-- whether you are starting out in your career, looking to move ahead, navigating a mid-career shift, or anywhere in between-- |
| customer service self assessment examples: Save the Date Jen Doll, 2015-05-05 An “engaging and disarmingly honest” (People) examination of the search for love and the meaning of marriage in a time of anxiety, independence, and indecision. Weddings. They’re fun, festive, and joyful, and at a time when people marry later in life—and sometimes not at all—they offer endless opportunities to reexamine love and what we want for ourselves, regardless of whether or not our aim is a walk down the aisle. In Save the Date, Jen Doll charts the course of her own perennial wedding guesthood, from the ceremony of distant family members when she was eight to the recent nuptials of a new boyfriend’s friends. There’s the first trip home for a childhood pal’s big day, in which she learns that her first love has eloped to Hawaii. There’s the destination wedding attended with little baggage beyond a suitcase of strappy sandals and summery party dresses. Regrettably, there is a series of celebrations that mean the end to a valued friendship. There’s also the wedding that offers all the promise of new love. Wedding experiences come in as varied an assortment as the gowns at any bridal shop, and Doll turns a keen eye to each, delivering a heartfelt exploration of contemporary relationships. Funny, honest, and affecting, Save the Date is a fresh and spirited look at the many ways in which we connect to one another. |
| customer service self assessment examples: Customer Service Robert W. Lucas, 2009 Customer Service, 4/e by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel |
Customer Service Skills Self Assessment - Gabrielle Consulting
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