Legal requirements – when building or structuring a customer service department, you always need to be aware of your legal obligations.This gives you another baseline against which to define and measure excellence. Look at what your clients expect from your customer service department. Customer expectations – stand-out customer service typically goes above and beyond customer expectations.Now, it’s time to zero in on what that means for your customer service targets. Organisation’s values – what values and qualities are central to your organisation? You will probably have considered this when developing your brand.This makes defining excellent customer service a three-step process:
Finally, consider your legal obligations. Next, you have to look at customer expectations. We believe that defining customer service begins by looking inwards at the organisation’s own core values and then creating data-driven targets that represent those values. Any restructuring that takes place should not lead to a situation where your team is failing to hit those targets.ĭefining Great Customer Service Is a Three-Step Process You need data-driven targets to ensure you know when you’re succeeding and when you’re failing. Without clear aims and objectives, you run the risk of stripping your contact centre of all that makes it great. This means you need to consider what excellent service means to you and your customers.
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