Defining Customer Service Standards

Customer service standards are the expected norms a company has for its employees when they deliver service. A customer service policy establishes for employees expectations in areas of service relevant to the company.

General Service

Established customer service standards give employees clear expectations.

Basic customer service standards should include references to courtesy and attitude. Service inherently has some level of courtesy required, with level of expectations varying by business philosophy. A general service standard statement indicates your basic approach to employees and customers.

Professionalism

Professional etiquette helps employees project the right image to customers. Guidelines could include dress code, greetings and interactions, and other business etiquette related to actions employees should and should not do.

Exchange and Return

Letting customers know when and how they can exchange or return purchases is a necessary feature in a policy for a product-driven businesses. Addressing this allows customers to know what to expect before making a purchase.

References

• "All Business": Set Customer Service Policies That Satisfy
• Wal-Mart: Returns Policy

Resources

• "Common Sense": When Social Media Takes on Customer Service