What does it mean to own good customer service standards?

Being in the customer service industry for over 30 years, I found that the best way to own and maintain customer service standards is to find the Voice of the Customer, and then set standards or service KPI's that when interviewed, the customer satisfaction score meets or beats the customer service standards. read more

Examples of service standards reflecting the accuracy of a service are ‘the information quoted in a telephone conversation is 100% accurate’ or ‘the parcel received by the customer contained all the goods ordered by the customer’. read more

Good customer service is partly defined by the industry, but a large part of how your company defines it will determine what good customer service means to you. Back to that first part. Yes, there are definitely customer service basics you should be covering. read more