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Have I organized my work and time so that I give
the most efficient service possible?
Am I aware of the importance of records, and do
I keep them current and complete?
Do I know the content and arrangement of
publications regularly used at my contact point?
Do I speak and write clearly and understandably
to the best of my ability?
Do I accept the responsibility for doing my job
as it should be done so that constant supervision
is not necessary?
Do I show consideration for my coworkers by
what I say and do?
Do I treat each customer as an individual with
individual needs?
Do I analyze customers’ problems correctly so
that the first action I take is the proper action?
Do I provide the same quality of service to all
customers regardless of their grade, rate, or
personal characteristics?
By not handling a problem as I should, do I cause
delays or other inconveniences to the customer?
When I answer a customer’s question, am I abso-
lutely certain that the information is correct?
Does my response to the customer reveal a
pleasant, friendly nature?
Does my response to the customer show a
willingness to help?
Does my response to the customer indicate
concern for the problem?
Does my response to the customer instill
confidence in my ability?
If I were the customer, would I be satisfied with
the service I received?
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