BAQ Customer Relations Business Assessment Questionnaire – Customer Relations Nombre de empresa Dirección de correo electrónico Are your employees trained to provide excellent customer service? síNo Do your employees feel empowered to resolve customer complaints and issues? síNo Do you have a secret Shopper program? síNo Do you use interactive scripts when calling customers? síNo Do you collect data about customer satisfaction, loyalty and/or defection? síNo Do you allow your staff to have direct contact with your customers? síNo Tenga en cuenta que #1 significa que está totalmente de acuerdo, #2 significa que estás algo de acuerdo, #3 significa que no está de acuerdo ni en desacuerdo, #4 significa que está algo en desacuerdo y #5 significa que está totalmente en desacuerdo. We quickly resolve customer problems to the satisfaction of the customer 12345 Employees are empowered to resolve customer complaints and issues up to a specified dollar amount in claims quickly 12345 If we cannot deliver the product/service as promised and on time we notify the customer in advance 12345 We strive to make sure that our customers have an outstanding experience with us by doing little things and “going the extra mile” 12345 We visit and/or survey our customers regularly to determine their satisfaction 12345 We always treat customers the way we would want to be treated 12345 Employees are always neatly dressed and groomed 12345 Both the outside and inside of our facilities are clean, attractive, in good repair, and inviting 12345 We consistently under-promise and over-deliver 12345 Δ