How to Define a Customer Service Program
A customer service program shows that a company devotes itself to taking care of the people that keep the business in business--its patrons and customers. Customer service programs need to incorporate the entire company, from the CEO and board of directors down to the junior employees. Designate a team within the company to compile information about the company's current customer service program, then conduct research to determine how the company can improve on its customer service policies.
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Instructions
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Define the basic terms in your customer service program. Think about what "service" means for your company. Determine what employees need to do in order to meet minimum standards of interacting with and providing good customer service. These standards differ from one business to the next.
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Get the human resources or complaints department involved with defining the customer service program. Ask these departments what complaints are most frequently received as it relates to customer service. Use this information as a guideline when defining minimum service requirements for your customer service program.
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Enlist help from other company officials and employees to receive everyone's input. Brainstorm about the levels of "service" you can provide to customers and write down what constitutes "above average" or "exemplary" customer service. This could include engaging in conversation with customers, going out of your way to find lower-priced products, and other ways that make customers feel appreciated.
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Conduct research on your competitors. Take a look at companies who are top-rated in your industry and try to distinguish what they do to please their customers. Do they have loyalty or rewards programs? Is there some other unique strategy these companies use to retain customers? Use these ideas as guidelines on what to include in your customer service policies. Ask other professionals outside of your competition who excel in customer service to share their strategies with your company.
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Construct surveys for customers and appoint someone to administer these surveys when customers walk onto your business property. Alternatively, mail them to your customers' homes with prepaid return envelopes. Include questions about what your company is doing right, wrong, and how customer service can be improved. Use the answers in these surveys to find out what services customers expect and to help you define above-average levels of customer service.
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Compile the research you've gathered from employees, company officials and departments as well as customers. Write down each of the elements that you want to include in your customer service program and policies. Make sure these policies are aligned to company goals, ethics and overall business plans.
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