DEVELOPMENT OF SERVICE STANDARDS

CORPORATE SERVICE STANDARDS


As the number of points of sale increases, it becomes more difficult to control the work of each store individually and the chain as a whole. In this case, the necessary tool for business management is CORPORATE SERVICE STANDARDS.

Service standard is a document regulating the interaction of employees with the company’s clients. The main goal of service standards is to provide the company with a strategic competitive advantage, unify the level of service, accelerate the training of new personnel, and give employees tips for non-standard situations.

WHY CREATE STANDARDS?


The standards are worked out individually, depending on the needs of the company, the scope of its activities. Among the effects and results from the introduction of standards, the following advantages can be distinguished:

  • Achieving a uniform quality of service and customer service for all points of the network or distinctive features of the outlet;
  • Optimization of work processes and procedures (elimination of unnecessary or erroneous actions on the part of personnel);
  • Comprehensibility of the workflow for employees, minimizing the time spent by managers on the adaptation of new employees;
  • Increasing the motivation of employees by understanding the criteria for evaluating the work and work of colleagues;
  • Creation of criteria for quality control of service (for example, when assessing the quality of service using the Mystery Shopping method);
  • Helping the company in how best to convey to employees and customers the elements of its identity – corporate values, mission – everything that the top management of this company would like to associate its brand with.

HOW TO CONTROL WHETHER STANDARDS ARE MEETING?


High-quality customer service is a real competitive advantage for any company, provided that employees comply with the standards. For control, you can use the maximum possible methods of monitoring the quality of service, including:

  • Mystery shopping services;
  • Customer loyalty and satisfaction surveys (NPS and CSI indices);
  • Social media monitoring;
  • Customer service quality hotlines;
  • Supervision of service management at points of interaction with the client, for example, in trading floors and checkout areas;