Creating a robust set of customer service standards is integral to any business. The difference between good and amazing customer service begins with standards developed by managers and culturally embraced by employees and accepted by customers.
Developing Customer Service Standards requires a focus on areas such as projecting a professional image and understanding the negative impact of providing poor customer service. Clients learn techniques to maximize the customer’s experience by identifying areas within the contact flow where they can improve upon their service offerings through role play and group exercises.
Supervisors responsible for Customer Service Standards are then encouraged to implement the standards and coach staff as they roll out the improved service offerings.
MCE puts a plan in place to collect information from managers and staff to provide a standard for customer service for your business in terms of customer expectation. These standards define your internal culture and promote values to support the standards.