Customer Service Standards 2 2 
HARWARD INTERNATIONAL COLLEGE
BSBCUS402B – address customer needs
Assessment 2
Student Name: GURDEEP SINGH
Student ID: HIC-140705
Submitted to: SHAMIR
TABLE OF CONTENT
custmore service standards 3
Introduction 3
Defining custmore service standards 3
Policies and procedures of custmore service standards 4
Planning and implementation 6 Monitoring custmore service standards 7
Conclusion 8
Customer service standards
Introduction
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: timeliness accuracy appropriateness Timeliness
‘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
BSBCUS402B – address customer needs
Assessment 2
Student Name: GURDEEP SINGH
Student ID: HIC-140705
Submitted to: SHAMIR
TABLE OF CONTENT
custmore service standards 3
Introduction 3
Defining custmore service standards 3
Policies and procedures of custmore service standards 4
Planning and implementation 6 Monitoring custmore service standards 7
Conclusion 8
Customer service standards
Introduction
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: timeliness accuracy appropriateness Timeliness
‘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