Many businesses will define their standards of service and train employees on how they are expected to behave when interacting with customers also know as customer service standards. But before we can discuss customer service standards, we first need to identify and understand the different customer groups. Every organization has two kinds of customers:
Share Organisational standards are benchmarks with which your organisation can reflect on customer engagement with your product or service. It helps companies to manage customer interactions to increase customer satisfaction.
This in turn leads to higher satisfaction ratings and ultimately higher profits for your organisation. This works for companies from 4 employees to those who employ hundreds.
It is about having Operational standards that have the customer at the very core of everything you do. Customer insight Do you know your customers by segment, their specific needs and preferences?
Have you conducted any market research, surveys or focus groups recently which will allow you to better understand your customers and any trends which may be emerging in your business sector.
Is measurement of service quality a Key Performance Indicator? Culture Does the culture of your organisations place customer service at the core of your mission statement?
Are your customer service policies reflected throughout the organisation with an alignment of beliefs between management and employees? Does management recognise good customer service practices amongst employees and reward and recognise this behaviour?
Information policy Do you provide up to date product or service information to your customers? Is this information accurate and of the highest quality?
How easy is it for customers to access this information through online channels or by way of staff members? Does your staff have the training and ability to deliver this information? Delivery of service Do you always deliver on your promises made to customers?
Has your company set targets for service delivery and service failure i. Have you a complaints procedure with fixed service recovery levels? Do your customers understand these terms and know how to access information relating to your complaints policy and terms and conditions of service?
Have your staff autonomy to handle complaints effectively and in a timely manner? Few companies achieve the highest standards of customer service consistently.
At Customer Service Excellence Ireland, we believe that by continuously improving these key areas companies can elevate their customer service levels to surpass customer expectations. If you are interested in achieving customer service excellence we have created a guide that will give you the Customer Service Trends you can download this here.Organisational standards are benchmarks with which your organisation can reflect on customer engagement with your product or service.
It helps companies to manage customer interactions to increase customer satisfaction. Customer service standards are guidelines adopted by a business to shape the customer's relationship with the business at every step along the way of the customer's experience with the company and its products or services.
Strong standards .
Customer Service Standards Example External Customers. We will greet our customers in a courteous and professional manner. We will listen effectively to our customers’ requests and promptly take the necessary actions to assist them.
Customer service standards and the current performance against those standards should be communicated to all employees on a timely basis. Notice boards, memos, email, team briefings, newsletters and the organisation's intranet are appropriate methods. Q. What are The Institute’s Professional Standards?
A. As the professional body for customer service, The Institute develops and draws on a wide range of service related standards to support organisations and individuals in delivering excellent customer service experiences.
A written set of customer service standards will not only provide an organization with a set of goals, it will set benchmarks that can be used to monitor and improve service standards. Written standards can be a valuable training resource, and can help ensure that service is not only high, but also.