SERVICE STANDARDS

Setting the Bar

Customer service standards are created for employees to follow to ensure that the quality of service to all customers meets or exceeds their expectations. Standards are based on observable behaviors, which provide the basis for evaluating individual performance. To begin the process of setting standards for your own team, follow these guidelines.

• Define the subdivisions of your service sequences.

• Map out the basic steps in chronological order for each sequence.

• Determine key value-added service qualities that enhance the customer’s experience for each step.

• Convert the steps and enhancers into meaningful service standards.

• Clarify that the standards are consistent with the organization’s mission statement.

Next, use the following eight criteria to make your service standards more effective.

Don’t forget to periodically review your standards to determine if they need revision.

1. Specific

2. Concise

3. Measurable

4. Based on customer requirements

5. Defined as personal, product, and procedural

6. Included in job descriptions and performance reviews

7. Jointly created with staff members

8. Fairly and equitably enforced

Following are examples of general service qualities that were turned into specific service standards.

Service Quality	Service Standard
Answer the phone promptly.	Answer the phone within three rings.
Return calls in a timely manner.	Return all calls within 24 hours.
Show empathy with an upset customer.	Express awareness of the customer’s concerns through positive words and tone of voice.
Be personally responsible for helping a customer.	Provide the customer with your name, department, and phone number.
Dress appropriately for work.	Wear your full uniform at all times, including the tie and cap.
Be knowledgeable about the company.	Utilize the database of company products and services when providing information to the customer.

Note This information is intended to guide the group leader or manager in developing appropriate service standards within the team.

Tackling Time Wasters

Time Management

Time wasters in the form of interruptions and distractions are an inherent part of working with others. Good time management requires effective teamwork so that we use our own time well while helping others use theirs to advantage. Invest some energy in analyzing how your time is used interacting with others and in discussing how to create time management solutions that benefit everyone.

Handle Interruptions

• Analyze the interruptions.

• Note repeated instances as to who is involved, when the interruptions occur, how long they last, and what they are about.

• Look for patterns among the interruptions and try to be proactive in solving the problem.

• Keep the interruption brief.

• Work during hours of normal break time for others.

• Gently encourage visitors to get to the point quickly.

• Stand up, inquire as to the reason for the visit, and remain standing while you talk.

• Go to other people’s offices when they need to see you.

• Cluster things together.

• Use notebook, file folder, or tray to bunch various items for a single discussion.

• Schedule regular meetings with key people to address routine matters.

• Encourage others to set appointments with you rather than drop by.

• Tame the telephone.

• Plan your calls before you dial by asking yourself the following questions: Why am I calling? What do I want to say? How much time will I need for the call?

• Be concise, give complete information, and avoid small talk.

• Arrange telephone appointments to avoid “phone tag.”

• Consider alternative ways to contact people (for example, fax, e-mail, voice mail).

• Trim telephone tag.

• Ask the person when is the best time to call.

• If the person is unavailable, ask if someone else can help.

• Leave a complete message (who you are, why you are calling, when and where you can be reached, and any information you need to obtain).

• Curb socializing.

• Avoid congregating in areas that cause a distraction to others.

• Arrange work space to eliminate casual socializing.

Reduce Distractions

• Reduce surrounding noise levels.

• Lower ringer volume on phones and use blinking lights instead of bells or buzzers.

• Place printers, copiers, noisy equipment, and coffee machines in separate rooms.

• Use white noise in the background to mask ordinary office noises.

• Arrange the environment.

• Arrange your furniture so that you prevent voices from carrying into your work space.

• Analyze the floor plan and arrange it so that people who must interact often are placed close together.

• If necessary, find a place to hide when you need quiet time or complete concentration.

• Stop mental procrastination.

• Don’t look for something to interrupt you in order to avoid working on a project.

• Become involved in your work, and you will take less notice of the various distractions around you.