Measurable Standards Developed By The Team
To compete in the service sector, realize that price-cutting will continue, service quality must improve, and 'right-sizing' of staff is mandatory. Organizations must implement strategies to get more done with fewer resources.
The management push to get the newest high-tech product to market before competitors has softened to an emphasis on quality service in support of those products.
In today's marketplace, companies are compelled to provide better service to existing customers in anticipation of selling future models or services. These business realities have driven many retail giants to totally revamp their marketing, employment, and training programs.
To achieve superior customer service (increasing sales and profits) organizations must have turned-on, committed people in front-line positions. To have turned-on, front-line people, measurable and observable performance standards need to be agreed upon. You'll be more supportive of performance standards when you are involved in the decision-making process. Some measurable customer service standards are:
- Answer the phone by the second ring.
- Pass an exam covering services of other departments.
- Understand and explain coverage and/or procedure.
- Promise only what can be delivered.
- Complete sales forms and service requests with complete accuracy.
- Use courtesy in choice of words and tone of voice.
- Follow complaint-handling procedures.
- Send confirmation and thank-you notes within 24 hours of transaction.
Challenge agency systems and procedures that inhibit customer service. Combine suggestions and recommendations of front-line staff and supervision. Consolidate the revisions into implementable action steps. Ask for senior management support and commitment from front-line staff.
Focus on measurable and observable performance, provide direct human feedback, congratulate and reward performance, and your team will start improving customer service immediately!