Questionnaire

1. The given below statements refer to the personality aspect of an individual. For every

statement there are five categories of responses which reflect your opinion. Please circle one and only one number that most closely corresponds to your opinion for each statement. For example, circle 1, if your response is Never for the statement. Never I feel bashful more than others I am bold I am shy I am quiet when with people I am moody more than others I am temperamental I am envious My emotions go way up and down I am testy more than others I am tender-hearted with others I am kind to others I am precise I am organized I am sloppy I am orderly I frequently feel highly creative I am imaginative I appreciate art I find novel solutions I am more original than others 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 Rarely 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 Sometimes 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 Often 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 Always 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5

2. The given below statements refer to the service oriented behaviour and performance

an employee. For every statement there are five categories of responses which reflect your agreement/disagreement. Please circle one and only one number that most closely corresponds to your opinion for each statement. For example, circle 1, if you strongly disagree with the statement.

Strongly Disagree I find it easy to smile at each of my customers. I enjoy remembering my customers names. It comes naturally to have empathy for my customers I enjoy responding quickly to my customers needs I get satisfaction from making my customers happy I really enjoy serving my customers. I try to help customers achieve their goals. I achieve my own goals by satisfying customers. I get customers to talk about their service needs with me. I take a problem solving approach with my customers. I keep the best interests of the customer in mind. I am able to answer a customers questions correctly. 1 1 1 1 1 1 1 1 1 1 1 1

Disagree 2 2 2 2 2 2 2 2 2 2 2 2

Neither Agree nor Disagree 3 3 3 3 3 3 3 3 3 3 3 3

Agree Strongly Agree 4 4 4 4 4 4 4 4 4 4 4 4 5 5 5 5 5 5 5 5 5 5 5 5

Strongly Disagree Considering all the things I do, I handle dissatisfied customers/ patients quite well. I do not mind dealing with complaining customers/ patients. No customers/ patients I deal with leaves with problems unresolved. Satisfying complaining customers/ patients is a great thrill to me Complaining customers I have dealt with in the past are among today's most loyal customers 1 1 1 1 1

Disagree 2 2 2 2 2

Neither Agree nor Disagree 3 3 3 3 3

Agree Strongly Agree 4 4 4 4 4 5 5 5 5 5

3. The below mentioned questions deals with your demographic details

Name

______________________________________

Sex Organization Name Designation/Job Title

Male

Female

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