John DiJulius | Customer Experience Blog


WHAT’S THE REAL SERVICE APTITUDE LEVEL OF YOUR COMPANY?

John DiJulius

John DiJulius

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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 even 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 “Ten Commandments” to providing a world-class customer experience.  These are the 10 principles shared by every great customer service organization. Now your management can take the C-SAT.

Click to take C-SAT


There are five 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:

  1. Look at your entire organization’s customer service as a whole, or
  2. Look at the customer service of each individual department (i.e. sales, technical support, call center) or location.

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 which departments, managers and front-line employees are stronger and which are weaker. Department scores may then be averaged to find an overall company score.

C-SAT REPORT:

Within seconds of completing the test, you will receive a C-SAT report emailed directly to you, sharing your company’s service aptitude level based on your answers (figure 2).  There is no charge, and you can take this test online as many times as you want.

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2 Comments

We’ve taken the CSAT at Gentleman’s Quarters. It’s very useful and highly revealing. Johnny D rocks!!

Comment by Bill Chrismer

We have taken the test. Above adverage is where we are. World Class is where we wanna be. Everyone listen to John, HE KNOWS HIS STUFF!!

Comment by Debbie DelMonte




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