SAT Time!

It’s SAT time. However, it’s not the SAT that you take to get into college, but the Service Aptitude Test. I discovered the SAT on John DiJulius’s web site and thought it was fairly interesting. The test is here.

More about the test (as well as the actual answers and what I though the answers were) after the “more.” Take the test (write down your answers!) before reading on.

Here are the results from when I first took it:

  1. B or E.
  2. D
  3. A, C, and D
  4. C
  5. C or D
  6. B
  7. C
  8. D
  9. C
  10. C or B

If I gave an “or”, I assumed it depends on the company, what exactly happened, etc. Here are the “real” answers. Answers in bold are the suggested answers and other answers are are possible alternatives (if more applicable):

  1. B, D, or E
  2. A
  3. A, C, or D
  4. C
  5. C or D
  6. B
  7. A or C
  8. D
  9. C
  10. B

So, let’s see how many I got wrong.

  1. Right.
  2. Alternate.
  3. Right.
  4. Right.
  5. Right.
  6. Right.
  7. Alternate.
  8. Right.
  9. Right.
  10. Alternate.

So I wasn’t dead wrong on any of them, but I did pick the alternate course of action for a few. I think that most people who care enough about customer service to read this blog (or any other blog on the subject) will do well on this test. Pass the test around to some of your co-workers and see how they do.

If your customer service manager fails it, fire him. If you are the customer service manager and fail it, read every article on this blog and try again. If you still fail it, quit. Half of this test is about what you think good customer service is – not so much the expertise of dealing with every little situation.

Another interesting thing you can do with this test is give it to your customers. Ask them to mark what they think a company should do and then ask them to mark what they think your company would do. It should provide you with some interesting results.

The hard part about customer service is thinking of what you can do. If you read enough, you’ll get example after example for a lot of situations, but there will never be an example for exactly your needs unless you hire someone to write them for you.

The rest of the posts this week will be about how to identify potential great customer service opportunities, create procedures to deal with them, and implement them.

2 Responses to “SAT Time!”

  1. Service Untitled » Acceptable to Great said:

    Sep 28, 06 at 8:28 pm

    […] So how do you make a customer service experience go from acceptable to great? It is a tough thing to do and it’ll take more than taking the SAT to figure it out. […]

  2. Service Untitled » Customer Service Quiz and the Blackhole said:

    Oct 19, 06 at 12:02 pm

    […] Remember when I suggested that all of my readers take the SAT? Well, it’s time for another quiz! […]