Customer Service Standards 2 2

Topics: Customer, Customer service, Management Pages: 8 (1503 words) Published: February 7, 2015


BSBCUS402B – address customer needs

Assessment 2


Student ID: HIC-140705

Submitted to: SHAMIR


custmore service standards3
Defining custmore service standards3
Policies and procedures of custmore service standards4
Planning and implementation6
Monitoring custmore service standards7

Customer service standards

We are used to such phrases as ‘100% reliable’ and ‘works every time‘as they relate to products. These product quality standards have developed over time, as consumers have become more demanding of manufacturers. But a tangible product is only one aspect of the supplier/customer relationship. The other aspect is service; indeed, in many businesses, there is no physical product. The only relationship is service. Service standards are important for customers, potential customers, employees and management of a business. They help to define what a customer can expect and to remind management and employees of the challenge and obligations that they face. Defining service standards

Service standards are usually defined in terms of:

‘Delivery in three days’ or ‘calls answered in 20 seconds’ are phrases that give the essence of a service standard that involves a timeline. These statements need to be defined precisely before they can be considered as true service standards. ‘When does the clock start?’, ‘Are we expecting 100% success in the timeframe?’, ‘Is measurement based on working days or calendar days?’, ‘Does this apply to all locations worldwide?’ and ‘Does this apply 24 hours/day, 7 days/week?’ are some of the questions that have to be asked in the process of defining the standard. So an initial definition of ‘answer the phone within three rings’ may be implemented as ‘Between 8am and 6pm on workdays, 95% of calls will be answered by a human in 15 seconds and 100% in 40 seconds’. Similarly, an initial definition of ‘delivery within two days’ could become ‘For addresses in the au mainland, parcels will be delivered two working days after receipt of the order’.

Customers expect accurate information and accurate deliveries – only 100% is acceptable as a standard under this heading. ‘We got most of your order right’ is a response that is not appreciated by a customer. Examples of service standards reflecting the accuracy of a service are ‘the information quoted in a telephone conversation is 100% accurate’ or ‘the parcel received by the customer contained all the goods ordered by the customer’. Appropriateness

How often do you hear the exclamation ‘they didn't answer the question!’ It happens often when politicians are being interviewed on TV but it shouldn't happen in the commercial world. Appropriateness is about ensuring that the customers' expectations have been met, particularly in an enquiry situation. An example

A customer writes to an organisation with a three-part enquiry. The customer receives a response that is on time, totally correct in what it says – but fails to address one of the three topics in the original enquiry. Such a response would fail the appropriateness standard – again based on a 100% expectation. ‘100% of the customer's questions were addressed’ would be a good starting point for such a standard. Policies and procedures to create a set of service standards There are at least seven potential sources of information to help define the service standards for an organisation: management

existing customers
potential customers
lost or former customers
regulatory authorities

You should seek information from different levels of management. However, do not rely solely on management input – existing customers are a better source. Employees
This group is too often overlooked –...
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