How do you reinforce service standards?

1 Communicate your service standards clearly

The first step to reinforce service standards is to communicate them clearly and frequently to your employees. You can use different methods, such as training sessions, manuals, posters, newsletters, or intranet, to share your service standards and explain why they are important for your organization and your customers. You should also provide examples and scenarios of how to apply the service standards in different situations and solicit feedback and questions from your employees.

2 Recognize and reward good performance

The second step to reinforce service standards is to recognize and reward good performance. You can use various tools, such as surveys, audits, reviews, or customer feedback, to measure and monitor how well your employees are meeting your service standards. You should also provide positive and constructive feedback to your employees and celebrate their achievements and improvements. You can use incentives, such as bonuses, prizes, certificates, or public recognition, to motivate and reward your employees for delivering excellent customer service.

3 Coach and correct poor performance

The third step to reinforce service standards is to coach and correct poor performance. You should not ignore or tolerate any deviations or violations of your service standards, as they can damage your reputation, customer satisfaction, and loyalty. You should address any issues or complaints promptly and professionally and provide guidance and support to your employees to help them improve their skills and behaviors. You should also set clear and realistic goals and action plans for your employees and follow up on their progress and results.

4 Involve and empower your employees

The fourth step to reinforce service standards is to involve and empower your employees. You should encourage your employees to participate in the development and review of your service standards and to share their ideas and suggestions for improvement. You should also empower your employees to make decisions and take actions that are in the best interest of your customers and your organization. You should foster a culture of trust, collaboration, and accountability among your employees and give them the autonomy and flexibility to deliver exceptional customer service.

5 Lead by example

The fifth step to reinforce service standards is to lead by example. You should demonstrate your commitment and adherence to your service standards in your own actions and interactions with your customers and your employees. You should also model the behaviors and attitudes that you expect from your employees and show them how to handle challenging or complex situations. You should also be open and honest with your employees and customers and admit and learn from your mistakes.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?