Customer service standards
Customer service standards
These are written customer service rules that define the norms and procedures for the employee's treatment of the customer.
When are they needed?
When we want a higher level of customer service - a customer service standard, it is a way to tap requirements up to a lower or higher level.
When we strive to maintain a unified level of style and behavior - when the organization is large, has remote departments, and service staff cannot adjust, copy each other’s service behaviors, or agree on how to treat customers in unison.
When we want an exclusive / authentic style, we strive for an original image - this will only be achieved through thoughtful (not copying the general standard of service) and unanimously agreed actions.
The customer service standard becomes a service quality management tool alongside being an assistant to service staff. A systematic set of service criteria is easily adjustable, changing the strategic image direction and service challenges. The standard also facilitates the assessment of individual employee achievements, is a starting point for employee training and skills development.
What standard becomes a handy helper and a good management tool?
Adapted to the organization, its current issues and challenges. The participation of employees and their representatives in the KAS development process is important in adapting the content to realistic, typical, relevant service situations.
Detailed, specific, illustrated with examples. General principles, aspirations, provisions must not prevail and outweigh the detailed definition of behavior in specific situations. Examples, specific wordings, detailed descriptions - they create a clearer, more comprehensible picture of the implementation of the principles.
Easy to use - with a clear structure, convenient format, created using visual means. Formulated in clear, acceptable language, in a style appropriate to the organization and employees.
Properly communicated, implemented - accepted by service teams as an aid and motivating challenge, but not as an obligation, punishment or lust for someone.
We advise on improving and developing customer service standards.
We cooperate in implementing customer service standards: communication consultations; training in service attitudes and skills for employees; team coaching and training for managers. Expert assessment and consultations of customer service are performed.
Contact Us
VsI "Dialogue Development Projects"
TEL.:+370 610 05655
E-mail: info@dialogoprojektai.lt www.dialogoprojektai.lt