23 Apr Organisational Standards for Customer Service
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.
- 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?
- 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?
- 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? Do you promise your customer too much/too little?
- Has your company set targets for service delivery and service failure i.e. email and telephone enquiry/complaint response times?
- 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 2014 Customer Service Trends you can download this here. By achieving these levels your organisation will stand out from your competitors in the eyes of consumers, achieve higher customer retention as well as attracting new customers. In the years ahead, Customer Service is where the battle will be won or lost.