Friday, January 25, 2013

1/9/13 Growth Club Slides on Customer Excellence


Set up Your Customer Service Policy


CUSTOMER SERVICE TEMPLATE

Policy

  • A customer service policy is a written code of conduct for employees to utilize for serving customers. It could include how to respond to questions or deal with disgruntled customers who want refunds. A policy can be short or it can be detailed with more than a page. The policy may state what is expected when a certain situation occurs or appropriate steps to take action. Typically, managers determine the policy and include it within the employee handbook.
Procedure
  • A customer service procedure is a way of doing a routine practice. In customer service there is certain protocol that must be taken in order to remain competitive. Finding a better or faster way of doing something can be considered a customer service procedure. Managers are given the responsibility of completing job performance evaluations to see where weak links can be rectified. This leads to increased efficiency and better customer service.


What Companies Can Do

  • Companies can create better strategies in business with ever-improving customer service policies and procedures. For instance, policies can allow for leadership to flourish among employees. Management can encourage this behavior with training and employee motivation perks. The best way is by stating what is required as an employee with steps, and rewarding the employees who meet the standards. An example of customer service policies and procedures can be found in the reference section.
What Companies Must Do