Customer Service Standard Requirements
7 Sample Requirements:
Do we phrase questions simply and avoid the use of closed-ended questions that require a yes or no? Do we watch our customer's nonverbal responses in order to gauge his or her reactions to our questions? Some cultures believe that questioning someone is intrusive and therefore avoid it. This is especially true if the questions involve personal information eg How is your family?
Do we, in addition to using short words and sentences, frequently take the time to verify the customer's understanding of your message before continuing. Failure to do so might result in a waste of time and frustration for both you and the customer. In doing this, avoid questions such as, Do you understand?
In the past year, have companies generally improved or worsened in terms of how quickly you feel they respond to you over social media channels surrounding a general inquiry or complaint?
How would you as an individual feel if you had made what you felt was a valid complaint, and the organisation/company dismissed it as being of no concern and not worth sorting out?
Have senior executives clearly identified and explained concerns regarding Customer Service issues and other change drivers, and emphasized that major improvements are imperative?
The fine line in retaining a customer or developing a critic, often boils down to the right Customer Service strategy. how can we delight customers in every interaction?
What is the maximum amount of time you are willing to wait for help from Customer Service in-person (ex., at a bank, retail store, service provider or restaurant)?
Why Own The Customer Service Self-Assessment?
The Customer Service Self-Assessment will make you a Customer Service domain expert by:
Reducing the effort in the Customer Service work to be done to get problems solved
- Ensuring that plans of action include every Customer Service task and that every Customer Service outcome is in place
- Saving time investigating strategic and tactical options and ensuring Customer Service opportunity costs are low
- Delivering tailored Customer Service advise instantly with structured going-forward plans
All the tools you need to an in-depth Customer Service Self-Assessment. Featuring 919 new and updated case-based criteria, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Customer Service improvements can be made.
What Is In The Customer Service Self-Assessment?
The Customer Service Complete Self-Assessment Excel Dashboard
- Ensures you don't miss anything: 919 criteria in 7 RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain) steps with easy and quick navigating and answering for 1 or up to 10 participants
- Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
- Gives you a professional Dashboard to guide and perform a thorough Customer Service Self-Assessment
- Is secure: Ensures offline data protection of your Self-Assessment results
- Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next
The Customer Service Complete Self Assessment eBook version of the book in print
- Provides a convenient way to distribute and share among the participants to prepare and discuss the Self-Assessment
In using the Self-Assessment you will be better able to:
Diagnose Customer Service projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
Implement evidence-based best practice strategies aligned with overall goals
- Integrate recent advances in Customer Service and process design strategies into practice according to best practice guidelines
Assess And Define Customer Service With This Customer Service Self Assessment. Sample Questions From The Complete, 919 Criteria, Self-Assessment:
- Recognize Criterion: What prevents me from making the changes I know will make me a more effective Customer Service leader?
- Define Criterion: Does Customer Service include applications and information with regulatory compliance significance (or other contractual conditions that must be formally complied with) in a new or unique manner for which no approved security requirements, templates or design models exist?
- Measure Criterion: What are the three most important things we need to focus on to improve Customer Service?
- Analyze Criterion: Can we add value to the current Customer Service decision-making process (largely qualitative) by incorporating uncertainty modeling (more quantitative)?
- Improve Criterion: Are you trying to improve the quality of your Customer Service?
- Control Criterion: Is there a Customer Service Communication plan covering who needs to get what information when?
- Sustain Criterion: How do I contact Customer Service?
Cost/Benefit Analysis; Customer Service Self-Assessment Justification And Approval Tools:
Purchasing a The Art of Service Self Assessment will spur new ideas, fast track project strategy and advance your professional skills. We’ve developed a set of criteria that will aid in gaining approval and give you the ability to validate and review your Self-Assessment investment:
- Excluding hired consultants and advisors from top management consulting firms, internal Customer Service Self-Assessment work is typically undertaken by senior level positions with titles such as Enterprise Architect, Business Process Architects, Business Process Re-engineering Specialists and Business Architects.
Statistics according to Glassdoor and Indeed tell these positions receive an average basic pay of $125,000. Daily rates of basic pay are computed by dividing an employee's annual pay by 260 days. The daily salary is then derived by dividing the annual salary of $125,000 by 260 days = a daily rate of $480.
- Top management consulting firms start at $2,000 a day, with rates typically charged up to 40 hours per week.
For a fraction of this the Self-Assessment will make you a Customer Service domain authority.
Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role… In EVERY company, organization and department.
Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'
For more than twenty years, The Art of Service's Self-Assessments empower people who can do just that - whether their title is marketer, entrepreneur, manager, salesperson, consultant, business process manager, executive assistant, IT Manager, CxO etc... - they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better.
Get The Customer Service Self Assessment That Will Make You A Customer Service Domain Expert Now.