Customer service standards and policies
Understanding Customer Service Standards and Policies
- Customer service standards and policies form the backbone of every interaction between a business and its customers.
- They serve as a guideline for employees in providing a certain level of customer service.
- These are often represented in the form of an employees handbook, training documents, or explicitly stated on the company’s website.
Importance of Customer Service Standards and Policies
- These standards and policies provide a benchmark for the level of service expected.
- They promote consistency in customer experience, ensuring that customers receive similar treatment from all employees.
- Policies protect both the interests of the company and the customer, providing clear procedures for complaints and refunds.
Components of Customer Service Standards
- Quality of Service: This refers to the excellence or superiority of service provided to customers.
- Timeliness: Addresses the speed and efficiency of service, aiming to minimise customer waiting time.
- Professionalism: The competence or skill expected from the provider of the service.
Components of Customer Service Policies
- Refund policy: States under what circumstances a customer is eligible for a return or refund.
- Complaints handling policy: Outlines the steps taken by a company to address and resolve customer complaints.
- Privacy policy: Assures customers their data is protected and will not be shared without their consent.
Developing Effective Customer Service Standards and Policies
- Focus on the customer’s needs and expectations, taking into consideration their feedback.
- Regularly review and update policies to reflect changes in business operations, legislations, or customer expectations.
- Ensure clear communication of these standards and policies to both employees and customers to prevent misunderstandings.
- Train staff appropriately to understand and perform according to the defined standards and policies.
Measuring and Evaluating Success of Standards and Policies
- Implement customer surveys or feedback systems to evaluate the effectiveness of these standards and policies.
- Monitor and analyse customer complaints and compliments as a measure of the standards and policies success.
- Regularly internally audit by mystery customers or employees to objectively assess the practical application of standards and policies.