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Superior service is the key differentiator between average and top performing organizations. The level of service your organization provides links directly to your sales results, so it is critical to assess your service regularly. Following are just some of the questions you can use to assess how your organization compares to the best of the best!

In addition to an employee’s job responsibilities typically listed in their Job Description, top performing organizations require that their employees consistently demonstrate a core set of Customer Service Standards. Customer Service Standards are defined from the customers’ point of view and align with their customers’ expectations of satisfactory service. The standards specifically describe  how the employee is expected to interact with both the external customer and the internal customer.

1.       Does your organization have a defined, publicized list of Customer Service Standards?

2.       When customers call different areas of your organization, do they feel like they are calling the “same” organization? i.e. – is the phone answered in the same way, are customers greeted with a consistent approach?

3.       Can your employees state how to “exceed” customer expectations which encourages customer loyalty?

Too many employees interact with the public without any knowledge of the communication skills needed to be successful. The top performing organizations ensure that their employees get the opportunity to learn the skills, develop the skills and get feedback on their skills.

1.       Do your employees know how their word choice, tone and body language affect the result of a customer interaction?

2.       Do your employees know how to professionally respond to an irate customer in a way that maintains the customer relationship?

3.       Can your employees provide direction, information, responses and solutions in a clear, concise manner?

Every company’s product or service provides a solution to a customer. All employees should be able to articulate these solutions, not just the salespeople. A focus on solutions is a focus on the customer and this translates into satisfied and loyal customers.

1.       Does every employee in your organization approach the customer in a way that says “How can I help?”

2.       Can ALL of your employees describe the value your products and services bring to your customer base?

3.       Does your customer service staff convey the attitude “I am here for the customer.”?