Setting customer service standards

We are used to such phrases as '100% reliable' and 'works everytime' 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.

This document addresses these questions:

• in what terms should service standards be defined?
• how do you go about creating service standards?
• how many standards should a business have?
• how are service standards used?

Download Setting customer service standards