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setting customer service standards

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Our company is going to launch a company-wide customer satisfaction training, aiming to regain our customer service no.1 position in our industry survey. Before developing the training program, we need to define the customer service standards for different work groups e.g. hotline personnel, sales people, service engineers, office support staff etc. I'm researching some of these standards for respective work groups. For example, answer the phone within 3 rings. I understand we could invite our line managers and customers to help in this process. But I just don't have the time. Could anyone be knid enough to point me to sources where I could find these standards? Or better yet, you'd share with me some of your standards set in your company.

Many thanks,
Alice Ma

6 Responses

  1. I’m not going to be popular!
    Sorry Alice;
    1. If the organisation doesn’t consider it important enough to take the time to find out the appropriate standards, what liklihood is there that the people in the shop floor will respect the standards that are set?
    2. If the standards you set are not right for your customers/organisation/marketplace then your people will be aiming at the wrong target.
    3. “For example answer the phone within three rings”..this has been shown to be meaningless in some organisations….it isn’t how long it takes to pick up the phone; it is what happens once you are talking to the customer

    Sorry to be negative but the standards are the foundation; get them wrong and you do more damage than good.
    Rus

  2. Find the time
    Hi Alice,

    It’s odd enough to know that your company is running without a set of standards, so please set a good time frame to develop one. The more time you give to survey, through your customers and sit and talk to your line managers the more you build an idea on what set of customer service standards your company needs. When I had the chance to check on the standards of the company I work with and if these standards were being implemented, all I needed to do is sit and talk with all outlet managers and line staff. After all, who to better ask than of the people you work side by side with.

    rizza

  3. Clarify please?
    Hi Alice,

    What industry are you in? Do you deal face to face with customers of by telepone /email?

  4. Different Approach
    Hi Alice
    you could try looking at Customer Service NVQ levels 2&3. They may give you a starting point, and allow you to adapt to your company.
    Good Luck
    Helen Appleton Cert.Ed MIfL
    Simply Care Training

  5. Big thanks to you all
    Dear all,

    Thanks so much for your reply. I do understand time needs to be invested to meet with customers and line managers when defining the standards. It’s just the “authoritarian” management style would not allow that much of time. Our management culture is typical traditional Japanese that we have to obey what is ordered. Anyway, I’d hope for the best and do my best.

    Helen, thanks for your advice.

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