Customer-Defined Service Standards

• Standardization usually implies a Non-Varying sequential process. Customization usually refers to some level of adaptation or Tailoring.
• Companies that have been successful in delivering consistently high service quality are noted for establishing formal standards to guide employee in providing service.
• Virtually all companies possess service standards that are company defined.

Customer service standards are a set of policies and expectations that have been created and adopted by a company. The standards cover all the points of contact the business may have with the customer. In a sense, they are the expectations or rules for conduct in any customer transaction and how you want customers to feel about their experience with your company. After all, customers buy based on emotions rather than logic or reason. Exceptional customer care inspires future purchasing behavior more than data and facts. It can be classified into two types