How to Implement Customer Service Standards
When creating the theoretical framework of customer service standards, we must pay attention to the following steps:
1. Establish the Context of the Business
Before formulating the customer service standards, you must pinpoint specific conditions of the business. Therefore, you have to define the particular needs of your business in terms of short-term and long-term goals. Next, decide the competencies and skills that your business requires in order to face the competition in your industry as well as the maximum number of employees needed to fulfill your short- and long-term goals.
2. Set the Customer Service Standards
Once you have a well-defined idea about the context of your business, you can move on to the formulation of customer service standards by looking at three main factors: time, accuracy and appropriateness. How much time will it take for a product or task delivery to happen? It’s important to make a time schedule for all business processes. Since consumers require clear information, you have to make sure your business and its services are accurately represented. Appropriateness is another significant feature because it encourages the business processes to offer practical solutions to customer issues.
It is beneficial to use these potential information sources to help you define the customer service standards: management, employees, current clients, lost clients, potential buyers, competitors and institutional authorities.
3. Build a Measuring Protocol
Every project should include a measuring process. Establish professional and clear measuring tools that cover the customer service standards at all the company’s levels. Set measurement periods for short lengths of time, as well as longer amounts of time. Choose as many measuring variables as necessary to fit the complexity and size of your business.
Business culture is imperative in this final step because the implementation of the service standards must start at the top. Business owners and managers are the first to implement and respect the customer service standards. They educate and inspire the low-level employees to follow their example.
Through visibility, employees are informed about the new customer service standards; meetings, emails, forum posts, notice boards, and team briefings are useful tools to explore the service standards and make sure everybody within the company is on board. As they get involved in the implementation of the standards, employees of all levels will be encouraged to commit to these values.
One final, vital thing to remember when implementing customer service standards is that this is a never-ending process that will require revisions and changes depending on internal and external feedback.