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Question:

I have loved using the low/medium/high performer tool from your site in evaluating employees. I am looking for something similar to use in evaluating customer service skills alone for some of my staff. My front desk staff in particular are the "first chance to make a first impression" to our unit and I am looking for a competency model and evaluation tool that focuses solely on customer service standards for low/medium and high performers. Things such as scripting when answering the phone or phone etiquette, immediate response to those who approach the desk, greeting of people coming off the elevator, smiling, being approachable, etc. Do you know of such a tool?

Answer:

Hi Michelle,

I am a coach with the Studer Group and am responding to the question you sent Quint regarding service competencies. I am attaching several examples from our partners that have competencies not only tied to service and the pillars, but also to their Standards, AIDET^SM and highmiddlelow®. Please let me know if you have any questions.

Hope this helps!

Stephanie Baker, RN, CEN, MBA

Examples

• Six Pillar Leader Characteristics

• highmiddlelow® Rating Tool

• AIDET^SM Competency Checklist

• Service Excellence Standards

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