From the course: Managing a Customer Service Team
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Developing service standards
From the course: Managing a Customer Service Team
Developing service standards
- Many companies create service standards to guide their employees. These standards promote consistency when interacting with customers, help define quality customer service, and they provide well-documented guidance that makes it easier to train employees. Creating effective standards can be tricky. If you're not careful, they can actually lead to poor service. One way this can happen is when there are too many standards. Let's look at an example from a bank. Here's a list of service standards their bank tellers are expected to follow on every transaction. As you can see, this particular bank has 15 customer service standards. Customer service employees typically have to meet each standard or they might receive a poor customer service evaluation. That's a daunting task where there are so many required steps for what's typically a short transaction. And this isn't that uncommon. I've seen companies that have…
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