Now, Go and Make It So!


Set up Your Customer
Service Policy
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

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:
1.   Greet as if you are happy to hear from them.
2.   Listen and do not respond too quickly. 
3.   Ask Clarifying questions.
Questions and Empathy
4.    Ask
questions to clarify.  Resist responding
too soon.
5.   Empathize: 
We hear, we understand and recognize the importance to them.
Address the Issue & Test:
6.    Resolve
the practical aspects of the complaint. 
Resolved complaints result in repeat business.
7.    Test Questions.  What do you think?
Additional Help Follow Through
8.    What
else can I do for you?  Turns the
discussions away from the complaint to something positive.
9.   Make another contact.  Is everything resolved to your
Try Some brain-storming sessions: targeted to the right level of managements, 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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