Customer Service Excellence Reflection Worksheet

Looking Back at the Stories

1. Which story made the strongest impression on you and why?

2. Which customer service lesson do you believe is most important?

3. Which story is most relevant to your current work environment?

Looking at Yourself

4. How would you describe the quality of service that you currently provide to others?

5. What do you believe customers appreciate most about your approach to service?

6. What aspect of customer service would you most like to improve?

Looking Through the Customer's Eyes

7. If your customers were asked to describe your service in three words, what do you think they would say?

8. What experiences frustrate customers most within your organisation?

9. What practical changes could improve those experiences?

Looking Ahead

10. What one change could you make immediately that would improve the experience of those you serve?