standards

Hear Them, and Tell Them What You Heard - 6/18/19


CSS has conducted close to 1000 research projects over the years, many of which were web-based surveys. And oftentimes, in addition to or instead of completing the online survey, respondents e-mail us directly with questions or comments – and we respond personally to every message on behalf of our Read more

It’s Decision Time. What are you going to do? - 6/11/19


Serving others is tough. Whether it’s dealing with an irate customer, having to field the same question from the 100th different customer this month, or keeping 10 plates spinning while still smiling in front of the client, it’s hard. You want to do a great job, and you’re constantly put Read more

You Do Know Jack - 6/4/19


Have you ever had a co-worker who causes more problems than they solve? Simple things they do are often, from a procedure standpoint, correct. But the way they handle situations makes them come off as indifferent. Let’s call this co-worker “Jack.” Even though certain actions by Jack may seem innocent Read more

How to Give the Right Kind of “No” - 5/28/19


In a perfect world, you never need to say “No” to the customer. But as we all know, this is not a perfect world. There are a lot of issues in the world, and there are a lot of issues in customer service. Our companies are not perfect, our Read more

Make it Crystal Clear - 5/21/19


Sometimes we communicate so well, and sometimes we don’t communicate as well as we think we do. When you’re trying to set or manage another person’s expectations, what you say may be very clear to you, but the reality is it may not be clear to the other person. Read more

Harvey Wrote the Book on Focus...and Golf - 5/14/19


In Harvey Penick's Little Red Book, the famous golf instructor provides many key tips about golf that just as well could apply to life in general. One such tip is the following: Once you address the golf ball, hitting it has got to be the most important thing in Read more

Stop Rolling Your Eyes - 5/7/19


Most of our customer service tips offer advice and guidance. But advice and guidance is useless if the individual receiving it is not willing to listen, learn the theory behind it, and try to apply what they’ve heard or learned. I’ve personally facilitated hundreds of training sessions with clients over Read more

Should you tell the customer? The Employee’s Dilemma - 4/30/19


Last week we looked at the dilemma that many companies face – When there is an issue that is going to happen, should they tell the customer? This week, let’s address that same question from the employee’s perspective. I personally experience employees struggling with this question when I’m in Read more

Should you tell the customer? The Company’s Dilemma - 4/23/19


I have a lot of clients that struggle with this question, both at a company/strategic level as well as an individual representative level. When there is an issue that is going to happen, should you tell the customer? This week we’re going to address the question at the Read more

Customer for Life – The Final Step - 4/16/19


Two weeks ago, we addressed the Third Step of keeping a Customer for Life: Address what will keep them. Now, we’re sharing the Fourth and Final Step. To have a Customer for Life, you have to grow your relationship with them. While the 3rd step is the Read more

Define Your Personal Service Standards – 3/31/15 TOW

Posted on in Customer Service Tip of the Week Please leave a comment


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.

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