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

• 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...