Customer service standards
Company business processes

When business growth and sales points increase, it becomes increasingly difficult to monitor the work of each store, office, employees and the network as a whole. The quality of customer service decreases, the lack of coherence in the actions of employees leads to chaos. In this case, management tools are needed:

CORPORATE CUSTOMER SERVICE STANDARDS, BUSINESS PROCESSES AND PERSONNEL MOTIVATION SYSTEM.

Corporate customer service standards – documents regulating the interaction of employees with the company’s customers.

Objectives of creating customer service standards:

make customer service uniform and recognizable across all company offices

accelerate new staff training

give employees answers to typical objections and help in unusual situations

provide companies with a strategic competitive advantage

remove unnecessary and incorrect actions of employees towards customers

create criteria for evaluating employee performance

How to monitor customer service standards?

Mystery Shopper method

customer satisfaction survey (NPS)

telephone hotlines for complaints

supervision of administrators in trading floors

monitoring forums on the Internet and social networks

Business processes of a company are a set of actions of procedures and tasks that allow to constantly produce the same quality service, product or workflow.

Personnel motivation system – a system in which employees are motivated to perform the tasks of the company while respecting their own interests.

THE BALANCE OF THESE THREE CORPORATE DOCUMENTS IS THE BASIS OF A SUCCESSFUL COMPANY.

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