Service Excellence Self-Assessment

The goal of the self-assessment is to identify areas of strength and opportunities to enhance your skills. The data is for your own use and will not be shared with anyone, although the overall data may be combined to identify future institution-wide training opportunities.

DIRECTIONS: For each entry below, estimate how frequently you apply that service best practice in your daily interactions. If the best practice does not apply to your position, choose NA.

Your Results

Category Totals:

Scoring Guide:

4 (Always): Reflects your service strengths that you most rely on to create a positive experience.
3 (Sometimes): Reflects service best practices that you could employ more frequently.
1 or 2 (Rarely/Never): Indicates service best practices that you should give more attention to strengthen your service capabilities.

Ways to Improve

Based on your results, here are some suggestions for improvement:

Review 'Sometimes' items: These are your best opportunities for quick wins. Think about specific situations where you could consciously apply these practices more often.
Focus on 'Rarely/Never' items: Pick one or two of these practices to focus on for the next month. Seek out resources, ask for feedback from a trusted colleague, or find a mentor who excels in this area.
Practice Active Listening: In your next conversation, make a conscious effort to paraphrase what the other person said to ensure you understand them before responding.
Seek Feedback: Ask a supervisor or peer for their perspective on one of the areas you'd like to improve. For example: "I'm working on being more proactive in my communication. Is there a recent situation where I could have done better?"
Set SMART Goals: For an area of improvement, set a goal that is Specific, Measurable, Achievable, Relevant, and Time-bound. For example: "For the next two weeks, I will respond to all emails within 24 hours."

Service Best Practice	Always (4)	Sometimes (3)	Rarely (2)	Never (1)	NA
Communication
Communicate openly, clearly and proactively
Actively listen to others' perspectives
Give others my full attention
Strive to value, hear and include everyone
Be present, kind and respectful
Follow Through
Respond to requests in a timely manner
Take ownership of problems to solution
Welcome and act upon questions, suggestions, and concerns
De-escalate conflict to find equitable resolution
Communicate that issues are actively being addressed
Provide Leadership
Promote teamwork within and between functions
Empower others to find and act on creative solutions
Provide problem-solving resources and tools
Reflect on my actions to learn and grow

Service Excellence Level 1 Training

Best Practices Self Assessment

Your Results

Category Totals:

Scoring Guide:

Ways to Improve