Service Standards.

• Posted by maxim chub November 22, 2022 Filed in Business # Business  1,833 views
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  Why create standards when you're doing so well? Sales are within the norm, and you hire good employees with an "individual approach" to each client. All right. But with two adjustments: all the commercial indicators you evaluate based on previous experience rather than the possible optimum and the maximum, and, unfortunately, the current relative well-being can be instantly replaced by the crisis. For example, your direct competitors will conduct a customer satisfaction survey, make changes in service standards, and do a better job of closing the needs of neutral customers who previously bought from you and them.

   

  The service unification is not so acute as long as the company has a small number of locations. Every company has a priori standards, which can be directives, unwritten rules, or recommendations. At this stage, staff training is often carried out by one person. As a result, we get a symbiosis of "oral" standards and the experience of the employee training the staff. In some cases, at this point, the quality of service can be at a high enough level (if the employee training novices share the mission and vision of the company and staff selection is quite thorough, which is possible when there are not many of them). Also, remember that convirza call tracking is the best way to monitor the quality of calls. Also, remember that leadmanagement.reviews monday com review is the best option to observe the management of the leads.

   

  But as soon as the number of locations, and with it, the number of staff, staff turnover increases, the natural unification is lost, and there is a need for strict standardization of staff actions.

   

  It is very important to guarantee a high level of service in each store. If a customer is comfortable in one store, the others should provide the same level of service by default.

   

  In this case, the service will become one of the sources of brand recognition, which will indirectly increase economic indicators at the equivalent level of expenses for marketing activities.

   

  It is important to distinguish between basic standards and standards that can affect brand recognition.

   

  The former is a necessary foundation without which customers will be overwhelmingly dissatisfied. Still, if they are met at a high level, their additional improvement will not affect overall satisfaction significantly. The latter is not so evident. With intensive work on them can anticipate and exceed customer expectations. Standards of the second group, which no one expects or demands, can cause a bright positive emotion in the client, which will firmly fix the experience in the mind and subconscious of the client. Simply put, your company will not be forgotten (in the good sense of the phrase).

   

  Quality, relevance, and adherence to standards are key competitive advantages.