Everyone has their own definition of good customer service... so leaving it to employees of an organization to provide their own defined level of customer service could result in an inconsistent experience for your customers. Many organizations are setting "Customer Service Standards", which define the core expectations of their staff in terms of how they will treat each other and customers. Ed and Alan discuss the purpose of customer service standards, the process involved, and sprinkle in some examples from various industries including Sports, Government and Healthcare.
Plus, as always, everyone's favorite portion of the show... the "Customer Service Experiences of the Month"!
Ed Gagnon is the President of Customer Service Solutions, helping organizations develop long-term relationships with their clients and partnering with them to meet their core customer service needs. Learn more about Customer Service Solutions at www.cssamerica.com. Alan Jackson is President of The Jackson Group, a survey and consulting firm specializing in employee engagement surveys, patient satisfaction surveys, market research studies and leadership development. Learn more about The Jackson Group at www.thejacksongroup.com.