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"...This is an excellent program. I'm so glad that I stumbled on to this when researching for task management programs. Very low learning curv, quite flexible, and the price is right. Tried at least 20 other programs, either too complicated, too expensive, or poor documentation..."
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Honolulu, HI

Customer Service Excellence Checklist

 

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Customer Service Excellence Checklist This Customer Service Excellence Checklist will be helpful to any company that would like to gradually reach a state of full customer satisfaction, delight and loyalty. With its help you can find out how you can make the quality level of your customer service to be really outstanding.


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Customer Service Excellence Checklist:

  • Customer service excellence starts with a focus on people. An organization needs to incorporate service standards into on-the-job guidelines for the employees who deal with the customers, and continually monitor & improve employee adherence to these standards;
  • In order to define adequate standards of excellence it is necessary to:
    • Determine customer expectations (respect, anticipation of their needs, speed of service, etc);
    • Minimize the gap between expectations and how they are perceived by the management;
    • Translate the real customer expectations into service quality specifications;
    • Define a way to measure adherence of employees to customer service quality specifications;
  • In order to secure these standards you need to:
    • Control the difference between specifications and actual customer service performance;
    • Minimize the discrepancy between service announced and service delivered in reality;
    • Control the customer perception of the actual customer service performance (you may apply different methods such as surveys, mystery shoppers, etc);
    • Control the gap between customers’ expectations and their perception of service they get;
  • Remember about the “magical” formula of Customer Service Excellence:
  • Customer Satisfaction  = Your Performance/Customer Expectations;

  • When identifying the Customer Expectations you need to qualify their level as well:
    • Ideal expectations: a way to a complete customer satisfaction, delight and loyalty;
    • Normative expectations: for example an item that is sold at an expensive price is associated automatically with a good quality and an outstanding level of service;
    • Experience-based norms: the objective observations on problems of your customer service, which occur in some conditions (for example slow service when overloaded with requests);
    • Acceptable expectations: something which is needless to say about, for example basic level of politeness in conversations, adequate speed of service, etc;
    • Minimum tolerable expectations: if the service is terrible, then at least the cost is very low;
  • Policies and efforts of your staff need to strive towards:
    • Matching the Ideal expectations;
    • Not violating the Acceptable expectations;
    • Improving the Experience-based norms;
    • Securing the Normative expectations;
    • Never going lower than the Minimum tolerable expectations;
  • Establish corporate dress code and set up certain requirements on appearance for people dealing with the customers in person. They need to be clean, well-groomed and mildly deodorized;
  • Emphasize your standing behind the products and services you sell. Give a refund guarantee to the customers, and provide them with a wide spectrum of free follow-up services to minimize probability of requesting a refund (just make sure the product really works for their needs);
  • Maintain toll free phone support line for customers and advertise its number proactively (in your advertisements, on the web-site, in business cards, etc). Make sure you have enough of standby operators to handle your daily average number of calls without missing a few or putting callers on hold;
  • Ensure that representatives of Customer Service are completely authorized to answer the most of typical issues and customer inquiries with minimum of escalations to a supervisor. A problem or a customer’s claim should be escalated rarely, only in some outstanding cases, while the most of necessary information, leverages, and tools should ...


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