Developing Service Standards - Part 1

Service standards set a target for companies to meet customer needs through the use of its people, systems and technology.  These standards can become a valuable management tool.  Once you have developed a complete list of service standards, they can form a basis for recruitment, job descriptions, training and performance appraisal and feedback.

When developing service standards, they should:

• Be planned and agreed upon by staff affected by the standard
• Be created carefully
• Be stated in writing
• Meet customer needs
• Be clearly written
• Be supported by management
• Be changed if they are not working or are outdated
• Be added to
• Reflect organizational goals
• Be communicated effectively and continually

Suggestions for Customer Service Standards

Courtesy Standards for Telephone Calls

• All phone calls should be answered within 3 rings

• Calls should be answered with a tone of welcome – put a smile in your voice

• All calls should be answered with a friendly greeting that includes:
  • Greeting such as “good morning, good afternoon”
  • {Company name} or department name on a transfer
  • Your name
  • “May I help you?”
  • Note:  If the customer interrupts your greeting and you don’t have time to say everything at first, be sure that you let the customer know your name sometime during the conversation, and also be sure to let them know you are willing to help them.

• If you forward your phone to another employee when you are away from your desk, be sure to check with the other employee before forwarding the call.

• Do everything you can to answer the customer’s question directly rather than transferring to another party.  If you don’t know the complete answer, put the customer on hold briefly while you call to the other department to get the answer.

• If you must transfer a call to another department, explain to the customer why you must transfer the call. 
  • Enlist the customer’s approval to do the transfer – use the customer’s name. 
  • Tell the customer you are placing them on hold while you reach the other party. 
  • Call the party to whom you would like to transfer the call and request their permission to take the call.  Briefly explain the situation and customer’s question before making the warm transfer.
  • If your phone system allows, connect the customer with the person being transferred to and do a short introduction. “Customer, I have Johnny on the phone and he is going to do his best to help.  Thanks for your call, Customer.  Here’s Johnny.”
  • If your phone system will not allow the three designated parties to be on the call simultaneously, then explain to the Customer who will be helping them and that you have given the staff member a brief understanding of customer’s questions.  Thank the customer for calling and encourage him/her to call you back (give your name) if they should need additional help.

• All calls should be concluded with:
  • Agreement with the customer on the next step to be taken if their question wasn’t completely during the phone call
  • Confirm that they have no additional questions or concerns that you can help with
  • A word of thanks for the phone call.
  • Restate your name and encourage the customer to call you if they have any other questions or need anything.

Next weeks article will feature In-Person Customer Contact standards.

Have a Happy Halloween!

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