Seven Standards to Check For Customer Satisfaction

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Appearance

• A customer’s positive or negative reaction to a given customer-service interaction is strongly influenced by what he or she sees.
• Sight is a dominant sense that colours the perceptions of our experiences.
• What do you want your customers to see when they approach or are approached by one of your service persons?
• How do you want the service person to appear?
• What mood, atmosphere or image should your service person reflect?
• What are the observable signs that appearance standards are being met?

Attitude, Body Language and Tone of Voice

• Since we can’t see the attitude of service personnel directly, we see it through their body language and tone of voice.
• Our attitude shows for all to see.
• Our body language and tone of voice conveys the ‘real’ message being communicated.
• How do members of your service team convey proper service attitudes through their body language?
• How about smile, eye contact, posture as well as hand and body movements?
• How would you describe the ideally desired body language for the service you provided?
• How would you describe the ideal tone of voice you want your service team to convey?
• How do you know when these are being conveyed?
• What are your observable indicators?

Attentiveness

• Attentiveness involves tuning in the customers’ unique needs and wants. It is being sensitive.
• It is treating each and every customer in a special, unique way that recognises his or her individuality.
• In what ways can your service personnel be attentive?
• How can they make customers feel special?
• What different customer groups require varying sensitivities?
• What can your service people do to address these unique needs?

Tact

• Tact involves not only how messages are sent but also the choice of words.
• Certain language can turn customers off and, therefore, should be avoided.
• What is the right thing to say under differing circumstance?
• What should always be said during customer interaction?
• How should customers be addressed?
• How often and then should customers be called by their name?

Guidance

• How can service personnel be of help to customers?
• How should they guide decisions, give advice, offer suggestions?
• What resources should be available to assist in helping the customer?
• What level of knowledge is required on the service person’s part before proper guidance can be given?
• How do you know when the knowledge level is up to standard? How can this standard be measured?

Selling Skills

• Selling is an integral part of service whether it is selling products or selling service.
• The function of service is to cultivate, facilitate and accumulate sales.
• Therefore, to what extent are selling skills valued among the service staff?
• What constitutes effective selling skills for the service you provide?
• What are the observable or measurable, indicators of effective selling?
• What are your selling standards?

Gracious Problem-Solving

• How should customer complaints be handled?
• How can upset customers be made happy?
• How should difficult and rude customer be dealt with?
• Is the customer always right?
• If so, how far can you go in maintaining that standard?
• Who should handle customer complaints and problems?
• What is their realm of authority?
• How do you know when problems are handled graciously?
• What are the indicators and how can they be seen or measured?