Things that can be counted, timed, or observed through audits are know as hard standards.This includes:<ul><li>delivery time</li><li>response time</li></ul>Standards that must be documented using perceptual measures are known as soft standards and include:<ul><li>Courteous</li><li>Trustworthy</li><li>Communication skills</li></ul>

Hard and Soft 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

Types of Customer-Defined Service Standards

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

Factors necessary for appropriate service standards

<ul><li>Step 1: Identify existing or desired service encounter sequence</li><li>Step 2: Translate customer expectation into behavior/actions</li><li>Step 3: Determine appropriate standards</li><li>Step 4: Develop measurement for standards: Once companies have determined whether hard or soft standards are appropriate and which specific standards best capture customer requirements, they must develop feedback measures that adequately capture the standards.</li><li>Step 5: Establish target levels for standards</li><li>Step 6: Track measure against standards</li><li>Step 7: Provide feedback about performance to employees.</li></ul>

Development of customer-defined service standards

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Hard and Soft Standards

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