Many clients are interested in our helping them develop Customer Service Standards and instilling them in their staff. Customer Service Standards are essentially documented expectations of how employees at all levels should treat both internal and external customers. The Standards note desired behaviors and attitudes of staff, and they align to the organization’s Mission, Vision, and Core Values.
But instead of waiting for your company to tell you what they expect, let’s take a step and define our own Personal Service Standards.
Essentially what I want you to ask yourself are 3 key questions:
- What should my attitude be like, regardless of who I’m interacting with at the time?
- What should be characteristics of my behaviors when interacting with others?
- What should be the qualities of how I do my job and serve others, even when nobody’s looking?
To what standard do you hold yourself? What high level of attitude and actions should be just part of who you are, how you do business, and how you serve others?
Maybe the words that pop to mind are “proactive, courteous, engaged, and creative.” Maybe you’re “thoughtful, other-focused, respectful, and patient.” You could be the person who’s “organized, efficient, responsive, and solution-oriented.”
Think about what you expect of yourself. Then live to those expectations. Make the expectations you have of yourself drive you toward great experiences for those you serve.
Define Your Personal Service Standards.