Who Sets The Customer Service Standard?

The real question that is almost not talked about is “who” sets the standard for customer service, the business or the customer? When you think about the question is your response, of course the business sets the customer service standard. But, if your customer is able to choose “who” to buy from then the customer just may be the one who sets the standard of care. 

If the customer chooses your competitor over you and you are both selling the same product and at the same price then what made them choose the other guy? Was it customer service? Yes, location, hours of operation and other factors can enter into the buying decision. But never underestimate the factor of post-sale service.

When customers patronize a business, they expect to be sold quality services and products. Of course, customers also assume that the salesperson or customer representative gives them quality service as well. That’s why having customer service standards are important to your company.

Once a business sets its customer service goals or standards, employees need frequent feedback on their performance so that they know if they are reaching the companies’ goal. Further, to ensure that customer service goals will be met, managers should recognize and reward teams and individuals who demonstrate outstanding customer service or who meet or exceed their customer service goals.

Business also need to make sure that the standards they set are actually meeting the wants and needs of their customers. While you can watch the sales level increase or decrease.  They can also just ask the customer through a survey of some type, “How are we doing?” That can and should include customer service as well as product and service questions.

Chances are, you’ve heard plenty of stories, where a customer encounters bad service from an employee or manager at a business and tells everyone about their experience. An angry customer tells all of their friends who patronize the store or writes bad reviews about the business on the Internet. Either way, word gets around that your business is not a great place to purchase from.

In today’s social media context news travels fast, real fast. News services constantly monitor social media looking for juicy stories. The news is happy to present that funny or tragic story that they know will draw viewers.

Your business may have amazing products, but if your customer service standards aren’t very high, you won’t get far. When customers come in contact with every person in the business, they make a judgment about how they feel about the company. With each client you sell services to, your reputation is at stake. That’s why treating each transaction with a customer with respect and consideration is vital.

So who sets your companies' customer service standards?

SMART Service Desk IT Service Management Software is a great start to creating your very own customer service legends. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com