Overcoming the Customer Service Syndrome:
A Practical Guide to Managing Customer Service (copyright 2003)
by
Galen Collins, Ph.D. & Melissa Collins, CFP, ChFC
About the Book & How to Order
Northern Arizona University Certificate Course based on the Book
Customer Service Links
Brief Survey: Express your Feelings about Customer Service
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Introduction: We need your insightful feedback!

Galen Collins, an associate professor in the School of Hotel and Restaurant Management at Northern Arizona University, is conducting a study on how customer service professionals feel about customers. This information will be used to help service businesses better understand the challenges facing customer service professionals.

Instructions

Please complete the following 9 questions. Your anonymous responses will be emailed to Galen Collins at Northern Arizona University once you press the Send the Survey button at the end of this survey. This survey has the following components:
  1. First Part of Survey: General demographic information
  2. Second Part of Survey: Multiple choice questions followed by any comments that you would like to make
  3. Third Part of Survey: Open-ended question

Part I: Demographic Information

1. Please indicate your age, gender, and place of residency.


2. How many years of service-related work experience do you have?


3.Please identify the types of service businesses that you have worked for (e.g., airline, bank, casino, club, cruise ship, grocery store, insurance agency, hotel/motel/lodge, hospital, restaurant, real estate agency, retail store, theme park, travel agency, etc.)


Part II: Multiple Choice Questions

To better understand the issues that confront service professionals (anyone who delivers customer service), we would like to know your opinion about your interactions with customers. Please indicate the extent to which you agree or disagree with the following statements about your interactions with customers. Please add comments after each statement to further clarify your opinion.

4. Customers are more and more demanding.

Strongly Disagree
Disagree
Neither Agree or Disagree
Agree
Strongly Agree
Comments or Examples


5. The number of customers displaying negative emotions or behaviors is increasing.

Strongly Disagree
Disagree
Neither Agree or Disagree
Agree
Strongly Agree
Comments or Examples


6. Dealing with customers is often stressful.

Strongly Disagree
Disagree
Neither Agree or Disagree
Agree
Strongly Agree
Comments or Examples


7. Customer expectations about company service standards are realistic.

Strongly Disagree
Disagree
Neither Agree or Disagree
Agree
Strongly Agree
Comments or Examples


8. Customers are typically patient.

Strongly Disagree
Disagree
Neither Agree or Disagree
Agree
Strongly Agree
Comments or Examples


Part III: Open-ended Question

9. Please describe an incident in which you had a negative experience with a customer? In your response, think about the following questions.
  1. How did it make you feel about yourself and job?
  2. How did you handle the situation?
  3. Are incidents like this rare?
  4. Are incidents like this increasing?

Once you have filled in all of the areas above, click the Send the survey button below to send the completed survey to the Galen Collins, an associate professor in the School of Hotel and Restaurant Management at Northern Arizona University.

Send E-mail to Galen Collins