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 standards are appropriate and which specific standards best capture customer requirements, they must develop feedback measures that adequately capture the standards.
• Step 5: Establish target levels for standards
• Step 6: Track measure against standards
• Step 7: Provide feedback about performance to employees.

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 ...