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Seven Standards to Check For Customer Satisfaction
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Click here to view a video on good vs bad customer service.
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?