How do you align sales and customer service policies with industry standards?

I'd suggest Defining your company Values. Telling your team this is what our Values are and having your team define those values and contribute to the process of establishing them are 2 different things. When team members are involved take responsibility for standing by those values and delivering results according to those values.

Aligning company goals with customer experience with a shared vision Promote integration inside company Aligning Customer service through cross-team training Brand Consistency Provide training sessions for the outsourced team

Creating a clear map of customer's journey, makes it easier for sales and customer service teams to collaborate. Each team would know exactly which stage of the journey is under their jurisdiction and so allow them to make improvements as they deem best

Industry standard is a benchmark, not a guide. An organization that runs lean with a "low cost" value proposition may not want / need to offer the same service levels as a blue-chip org in the same space. Context matters, and orgs need to decide who they want to be when determining their GTM approach.

Everything in business is aligned when the Values and the Goals align with the Why. Collaboration, accountability, and transparency between your sales, customer service, and client satisfaction will all align when teams share company values and work from their WHY. For example- Our product is great - come and buy it vs We create products that are sustainable and environment-friendly, long-lasting so you can have a stress and hassle-free life; free your time; etc

In my experience, giving freedom to the front line team members to contribute to costumer service where the see fit is an invaluable tool that empowers the front line team members to care for the customers. I would always advise my team members do what is right for the guest and what you would do for your family. I would let them know to threshold they can make decisions on their own. And then the only expectation was, they would come to me after the guest satisfied letting me know what occurred what was offered to remedy the situation , and then we would have a discussion on whether or not that was a right size offer and it would be a great coaching opportunity.