Developing Service Standards - Part 3

Service standards set a target for companies to meet customer needs through the use of its people, systems and technology.  These standards empower management to “set the bar” for behavioral expectations.  When developing service standards, they should:

• Be planned and agreed upon by your 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• Be changed if they are not working or are outdated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

Courtesy Standards for In The Field

• Greet customers in a friendly way as soon as you enter their property.  Your greeting should flow and be natural for you but should consist of:
  • Greeting such as “good morning, good afternoon”
  • Identify yourself right away.  Give your name.
    • You may want to consider giving your field staff a laminated badge that can be pinned to their shirt in easy view.  The company name, logo, individual’s name and a business telephone number should be included.  A photograph and signature are certainly wonderful additions. This type of badge certainly lends credibility.
    • Or you many want to consider printing business cards with your company name & log, address, telephone number and website address.  You may want to allow each appropriate field member to have their own cards with their name preprinted on, or you may allow them to print their name where it would otherwise be printed.  Again, this form of ID lends credibility.
  • State the purpose of your visit.
  • 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.

• Make eye contact with customers every time you speak to them

• If the customer is not at home, leave a door hanger to explain fully why you were there and what action step is necessary either by the company or by the customer
  • Make certain there is contact information (telephone number) on this form.

• The field vehicle should display the company name in easily distinguishable alphanumeric characters. 

• If at any time an installer or technician is running late, an attempt to contact the customer shall be made and the appointment rescheduled as necessary at a time that is convenient for the customer.

• All visits should be concluded with:
  • Agreement with the customer on the next step to be taken, if any
  • 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.

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