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Types of Customer-Defined Service Standards
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
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Development of customer-defined service standards
- Step 1: Identify existing or desired service encounter sequence
- Step 2: Translate customer expectation into behavior/actions
- Step 3: Determine appropriate standards
- Step 4: Develop measurement for standards: Once companies have determined whether hard or soft standard...
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Hard and Soft Standards
Things that can be counted, timed, or observed through audits are know as hard standards.This includes:
- delivery time
- response time
Standards that must be documented using perceptual measures are known as soft standards and include:
- Courteous
- Trus...
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Factors necessary for appropriate 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 i...
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