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Excellence in Service: Establishing Service Standards

IIn Excellence in Service: Establishing Service Standards, you will learn how to identify customer expectations by evaluating the criteria customers use to assess the quality of your company's service. You will learn how to set, develop, and implement service standards. You will also understand the importance of surveying customers and incorporating their feedback into service standards. Finally, you will learn how to monitor performance against these standards to identify areas for continuous improvement.

Learn To:

• Identify the importance of understanding customer expectations by evaluating the criteria customers use to assess the quality of your company's service.
  Identify the methods for setting, developing, and implementing service standards.
  Identify ways to monitor service standards. It is recommended that individuals take the first five courses in the series or have equivalent knowledge. 

Audience: Supervisors, team leaders, and managers who want to learn how to establish service standards and build a customer service team.

Total Learning Time: 2 -2.5 Hour(s)

Unit 1: Understanding Customer Expectations
Identify the information you should know to understand your customers.
Identify the elements of the CUSTOMER acronym.
Identify approaches for collecting information from your customers.

Unit 2: Implementing Service Standards
Identify the benefits of establishing service standards.
Identify two aspects of service.
Sequence the steps to develop effective service standards.
Identify the steps to implement service standards.

Unit 3: Monitoring Service Standards
Identify the fundamental elements of monitoring service standards.
Identify ways to interpret customer feedback.
Identify methods to determine the root cause of a problem.
Identify the steps to empower employees to fix problems. 

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