We are about to embark on a 3 minute ‘game’ that allows you to unveil the essence of people + performance in Customer Service -- Communicating for Results.

For each statement below, assign a score that corresponds to your current level of commitment*. Your candor is critical to help identify the need for change! The combined results will be shared at future webinars or upon request. Watch your emails for details.

Bonus for Teams:  If 5 or more within your center will be playing in this ‘game’, assign a 6-digit company code to enter so we can give you a special ‘Players-Club’ review.  _xxxxxx_

*All responses will remain confidential, only combined scores will be reviewed.
 
Name:*
Company:*
E-Mail:*
 
       
Scoring Key

2
Don’t do at all

4
Do less than 40% of time

6
Do about 60%   of the time

8
Do regularly about 80%

10
Top priority; do all the time

*Enter score      
1. Communication begins within; to ‘Know thyself’.  
  a. I have taken courses on behavior and leadership recently (2 years)
  b. I engage to seek feedback on how good /bad news is heard
 
2. Motivation is to understand others.   
  a. In my conversations, I listen for issues and ideas to act upon
  b. I learn from achievements of others, as I see and use best practices
 
3. Inspiration to ‘be all you can be’.  
  a. There is an uplift in our group to gather around insightful plans
  b. There is a collaborative process, well practiced, to grow by results
 
4. Direction may not be a straight path.   
  a. We coach to a mission or vision that clearly has emotional momentum
  b. Options are explored to reach the optimal success for the best of all
 
5. Application helps to confirm reality.  
  a. Tools are in place to track and support our goals
  b. Staffing, training, scheduling is performance-based for results
 
6. Innovation defines the future.  
  a. Priority is given to design both strategic and tactical change
  b. We move forward to recognize small outcomes to achieve big goals
 

Please let us know a bit more about you and your center:
7. Size of center by number of FTE agents  
                                                                                               
 
8. Your role in the Customer Service Center  
                                                                     
                                                               Telecom                                           
 
9. Your greatest challenge to improve  
                                                                               
 
10. Enter an Industry question or comment for ‘Dru’s views’ that you’d like discussed on Game Day [in 50 words]. If
you wish a private response, enter your email as well.