Planning Customer Service Standards

AO4
Planning Customer Service Standards
Planning customer service standards is important for both the company and the customer as it ensures that the service received is consistent throughout the company. It is important to show consistency throughout the company as it ensures that everybody knows the standard of the service to be given and prevents poor customer service from being carried out which can affect the company.
Another reason why it is important to set customer service standards is to compare to their competitors. Competition is usually tough and it can be hard to gain an edge over the competition. Therefore, companies may set customer service standards based on the customer service delivered by its competitors to ensure that they are similar to the competition and can therefore improve upon this.
Planning customer service can also be motivational for employees as it can help them improve their level of service given to their external customers. By planning customer service standards, it sets a benchmark for employees to work against and allows them to measure if they have achieved this through set targets either per individual or for the store as a whole.
Designing Qualitative and Quantitative Performance Indicators
Performance Indicators
Performance indicators are benchmarks that have been set by the company to measure their performance in relation to their aims. There are four main performance indicators that companies monitor to ensure that customer service is delivered appropriately. These are: customer satisfaction rates, profit and sales of the company, the customer loyalty and the footfall of the company. These indicators can determine how well the customer service is being delivered and can improve upon these.
Customer satisfaction is usually measured by customer feedback forms to gain information about how well the company is delivering customer service as the customer is delivering their own opinions. Companies take these seriously as