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.
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