Frustrated that service inconsistency keeps getting in the way of client trust?

You're not alone - and you can fix it faster than you think.

This quick, free quiz will help you identify where your team's service delivery might be falling short -- and give you focused guidance on how to build more confidence, consistency and trust with your clients.

In just 3 minutes, you'll get:

✅ A clear picture of your team's current service readiness
✅ Insight into strengths, blind spots, and coaching opportunities
✅ Actionable next steps to improve service consistency and build confidence

Customer Loyalty Can Be Fragile

PwC’s Future of Customer Experience report found that 1 in 3 customers will leave a brand they love after just one bad experience, and 92% will abandon a company after two or three negative interactions.

Take the Free Assessment

& get your results instantly

How confident is your team when handling difficult or emotional clients?

Very confident — they stay calm, listen well, and resolve issues with care

They manage okay, but struggle when emotions run high

Confidence varies a lot depending on the agent

They often shut down, escalate, or make things worse

Choose the best answer for your team's current reality.

How often do client complaints get escalated to team leads or managers?

Rarely — most are resolved by the frontline

Occasionally — only when a situation is complex

Frequently — a lot of issues need escalation

Almost always — we’re stuck in firefighting mode

How consistent is the service experience across your team?

Very consistent — clients get a high standard no matter who they speak to

Mostly consistent — a few outliers, but generally solid

Inconsistent — depends on who’s handling the interaction

All over the place — no clear standard or expectations

How well does your team recover after a service mistake or complaint?

They confidently turn things around and restore trust

They try, but aren’t always sure what to say or do

They usually just apologise and move on

There’s no clear recovery approach — it’s random or avoided

Do your team members adapt their tone and approach based on the customer’s communication style or culture?

Absolutely — they adjust tone and approach with confidence

Sometimes — but it’s not consistent across the team

Only if it’s really obvious or flagged

Not really — we stick to default scripts or habits

Is there a QA process or standard for evaluating interactions?

Yes — it’s consistent, used regularly, and drives coaching

We have one, but it’s not used consistently

Feedback happens, but informally and inconsistently

No formal process — we’re flying blind

How equipped are your team leads to coach and support quality service?

Fully equipped — they coach regularly with tools and time

Somewhat — they try, but it’s hard to prioritise

They're doing their best with little support or structure

Coaching rarely happens — it’s reactive or missing entirely

How often does your team practical service training?

Regularly — it’s part of how we operate

Occasionally — usually after issues come up

Rarely — it’s talked about but not consistent

Never — training isn’t a part of our reality

How well do team members balance empathy with company policy during tough conversations?

Very well — they show care while staying within policy

It depends — some navigate it better than others

They lean too hard on policy or overpromise

They struggle — either too rigid or too apologetic

How aligned is your frontline team with your brand’s service values?

Very aligned — the team understands and lives our values

Somewhat aligned — but it could be stronger

It’s not something we focus on much

There’s no alignment — we just aim to get through the day

Which best describes your current team situation?

We’re growing fast and need more consistency

We’re getting too many complaints or escalations

We’re doing okay, but service still feels reactive

We’re solid — just looking to sharpen things further

Select all that apply

What outcome would you most like to see in the next 6 months?

Fewer client complaints and escalations

A more confident, empowered frontline team

Clearer service or QA standards

Stronger coaching and leadership alignment

Other

What have you already tried to improve service?

In-house coaching or training (with mixed results)

One-off workshops or generic online courses

Free tools like YouTube, templates, or scripts

Nothing yet — we’re still trying to figure it out

Which support option best fits what you're open to right now?

I’m just looking for free/low-cost resources for now

Maybe a short training or toolkit if it’s practical

Open to working with an expert for tailored guidance

Actively looking for hands-on support from someone experienced

Is there anything else you'd like me to know?

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