• A customer service policy is a written
    code of conduct for employees to utilize for serving customers. It could
    include how to respond to questions or deal with disgruntled customers who want
    refunds. A policy can be short or it can be detailed with more than a page. The
    policy may state what is expected when a certain situation occurs or
    appropriate steps to take action. Typically, managers determine the policy and
    include it within the employee handbook.
  • A customer service procedure is a way
    of doing a routine practice. In customer service there is certain protocol that
    must be taken in order to remain competitive. Finding a better or faster way of
    doing something can be considered a customer service procedure. Managers are
    given the responsibility of completing job performance evaluations to see where
    weak links can be rectified. This leads to increased efficiency and better
    customer service.

What Companies Can Do

  • Companies can create better strategies
    in business with ever-improving customer service policies and procedures. For
    instance, policies can allow for leadership to flourish among employees.
    Management can encourage this behavior with training and employee motivation
    perks. The best way is by stating what is required as an employee with steps,
    and rewarding the employees who meet the standards. An example of customer
    service policies and procedures can be found in the reference section.
What Companies Must Do
  • Every company must be confident in its
    customer service policies and procedures. These rules must be effective, clear
    and precise according to the company product. Establishing feedback mechanisms,
    polite manners and positive appearance will make any company better when
    properly implemented. Managers must take time to determine priorities for
    customer service policies and procedures.

Steps to Produce Your Own Defined Set of Customer Service
  • Figure Out your Target Audience:  Populate your own database with information about your existing
    clientele and work from it to find ways to set up the best customer service
    methods and policies.
  • Do Market Research:  In fields and industries where businesses want
    to fine-tune their customer outreach processes, the kind of information
    acquired through market research is like gold. 
    Learn how to use surveys and other market research tools to figure out
    where you stand with customer service and how to improve it or make sure it
    remains at a high standard.
  • Consider Some Mystery Shopping Situations
    Companies often hire undercover operatives to get a sense of how their
    business works “in the field: in order to further develop a set of customer
    service standards.  This is most valuable
    in companies where either a broad footprint or significant turnover allow for
    more variation in the staff who will be interacting with customers on a
    day-to-day basis.
  • Identify Core elements of Your Customer Service Standard
    Through talking to customers and doing other kinds of research, you
    should be able to put together a concise list of customer service objectives
    that will provide a core standard for your business, something to reach for and

Greet and Listen:
Greet as if you are happy to hear from them.
Listen and do not respond too quickly. 
Ask Clarifying questions.
Questions and Empathy
 Ask questions to
clarify.  Resist responding too soon.
Empathize:  We hear, we
understand and recognize the importance to them.
Address the Issue & Test:
 Resolve the practical
aspects of the complaint.  Resolved
complaints result in repeat business.
Test Questions.  What do you
Additional Help & Follow Through
 What else can I do for
you?  Turns the discussions away from the
complaint to something positive.
Make another contact.  Is
everything resolved to your satisfaction? 

Try Some brain-storming sessions: targeted to the right level of management, as well as feedback
from other various levels of the business, in order to glean the most natural
and best advice from all of the people involved in delivering an improved
standard of customer service.

Delegate Work Around a Customer Service Standard to Front-line
The people who are interacting with your customers the most are
the people who are most valuable when it comes time to figure out and implement
customer service standard.  Listen to
them and take their ideas into account to come up with a more versatile and
effective set of customer service ideas.
Implement Your Customer Service Standard goals:  When you have compiled a list of what is reasonable, come up with
common sense ways to achieve and measure these objectives.

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