Implementing customer service standards
Featured in the Excellent Customer Service training manual
By Susan Iacovou & Caroline Clemie
Category: Customer Service
Credit price: 4 download credits (Single user)
Without customer service standards to guide the team’s activities, they are unlikely to be able to meet the expectations of their customers. However, the mere existence of service standards doesn’t guarantee that they will be met. To be effective in attracting and retaining customers, the service standards have to be implemented effectively. This means gaining management commitment to achieving the standards doesn’t, ensuring that the organisations policies and procedures are complementary to them, and empowering staff to implement them. In this training activity, team members look at ways of implementing customer service standards through the development of a customer service action plan.
You introduce the session by outlining why it is worthwhile spending time planning the implementation of customer service standards. You then take the team through the customer service action plan and explain how to complete it. The team then split into two groups to produce an action plan for a large dealership, and discuss their conclusions with you. They then develop a customer service action plan for the implementation of their own customer service standards. You support and assist them throughout these discussions. Finally, the team assign tasks and responsibilities from the customer service action plan to team members and agree with you a date for a review meeting.
Who is it for: This training resource is intended for use by trainers to help participants focus on how to bring customer service standards alive through design and implementation of a customer service action plan.
- Themes:
- Decision making,
- Planning,
- Reaching consensus,
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 20 |
| Typical Duration: | 04:00:00 |
| No of Pages: | 21 |
Resources: View standard resources for Fenman training activities
Purpose: This training resource is intended for use by trainers as a final stage of the process to introduce a customer service culture in the team. This training resource is particularly effective when used with teams who have completed ‘Writing customer service standards’. It can also be used as a stand-alone training resource for teams who want to consider ways of implementing existing customer service standards more effectively.
Download the training activity, Implementing customer service standards as featured in the Fenman training manual; Excellent Customer Service