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Student Name: _____________Kaylonna Dotson______________________ Chapter __3__ Observation Evaluation Form
Comments – give specifics for each rating
Customer was greeted with a smile
No one was standing at the door to greet customers.
Representative offered their name, or wore nametag, and asked how they could be of service
The CSR had on their nametag, and was more than welcome to assist me.
Representative acknowledged the customer’s response and genuinely offered their assistance
I was searching for assistance in the shoe department.
The representative was neatly and appropriately dressed, with hair, jewelry and make-up appropriate to their position and to the school or business they represent
The representative was neatly dressed, with her shirt tucked inside of his pants,
Representative gave their full attention to the customer when speaking to them
The CSR was attentive and listened to everything I had to say without any interruptions
Representative refrained from casual conversation with co-workers, chewing gum, eating and drinking while helping customer. Paid total attention to the customer.
The CSR was not interacting with other employees when I needed help.
Representative made appropriate eye contact and continued throughout conversation(s)
The representative gave full eye contact throughout conversation
Representative spoke in a clear, well-paced voice, pacing their conversation to the customer’s speed
The representative spoke in a clear voice
If the customer required further assistance the representative could not provide, the customer was escorted politely to the correct person or location. If escort was not possible, clear directions or a map was given to the customer.
The representative had no need of sending me off to another CSR because he knew what shoe size I was looking for.
The representative “closed the loop” with the customer before ending their involvement
The CSR found the shoe size I was looking for and asked if I needed help with anything else before leaving me to shop in peace.
The customer was sincerely thanked for their patronage and extended an offer to visit again
At the checkout center, the cashier thanked me and extended an offer to visit again.
The company or school was well represented through the customer service representative and the corporate culture was exemplified
The company was well represented by the customer service I was given.
The business environment was
Store observed ___________Target__________________ CSR Name _________Allison________________ Date:______9/18/16_______ Time:___12:45________
Odgers, The World of Customer Service, 2e