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Customer Service Assessment
The flagship offering of our Customer Service Series, the Customer Service Assessment, is an objective snapshot and numerical evaluation of your district's customer service practices. It is an opportunity to accurately gauge the current level of service and to map out the path to improvement.
Our comprehensive assessments measure phone calls, visits, email utilization, and websites against a standardized rubric and provide numerical data for each school, and administration office evaluated, as well as detailed findings and suggestions for improvement. The assessments are performed by Turning Point Solutions' personnel who are school professionals. Is it easy for a newcomer to know where to go and who to talk to in the office? At the end of the interaction, does the customer feel like their questions have been fully answered and their needs have been appropriately addressed?
The assessment is a thorough way to examine existing customer service through the eyes of an average or routine visitor. Our school professionals will observe your school or administrative office looking and sounding like an average visitor but the assessment is provided with the understanding of school protocols. The process can sometimes be slightly painful, but the opportunity for improvement makes it worthwhile. It is the most effective way to identify district-wide problems and patterns, spot school-specific issues and highlight areas of excellence. Our independent assessment is also the shortest path to defining priorities for remedies, cutting through any internal issues and focusing on maintaining the customer's experience.
Expected Outcomes:
- Clear steps and suggestions for improved customer service
- Problem areas and patterns are clearly defined
- A benchmark is set for district personnel's overall service level - ideal for measuring the performance of service improvement initiatives
We've always felt that customer service was important in our school district, and we finally found someone with the right expertise to help us make it happen. The audit and training made a real difference. We've increased our ability to resolve issues at the school level, which improves efficiency. Most importantly, we've sent a strong message about the importance of customer service and we've provided our employees with the skills to do it well."
Dr. Richard DiPatri
Superintendent
Brevard Public Schools (FL)
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