Critique the customer experience from the customer’s perspective

Evaluate service effectiveness and efficiency and assess the extent to which your customer service standards are being met.

Review related operational procedures to determine the extent to which they enhance, or detract from, the customer’s experience.

Identify how well your employees know your organization and your customer service goals, standards, and expectations.

Submit a Customer Service Assessment Summary Report that identifies positive and negative findings and provides specific recommendations for improvement.

Evaluate your results – identify your progress toward customer service goal attainment and determine what else is needed.

Provide follow-up assistance as requested.

Create a Customer Service Improvement Plan with specific goals, responsibilities, metrics, targets, timelines, and activities.

Develop a customer-focused culture that identifies each customer as everyone’s customer and considers how every decision and activity impacts the customer.

Establish written customer service standards, protocols, and procedures.

Identify communication and training strategies to keep employees informed about your customer service expectations and how to meet them.

Evaluate your results and provide follow-up assistance as needed.

Develop supervisory guidelines to help your leaders understand their supervisory role and to provide direction for performance management activities.

Provide leadership training and/or coaching so supervisors know how to communicate expectations, provide regular and consistent feedback, and help employees to improve their performance including, but not limited to, customer service.

Help supervisors create a customer service” win-win” for employees.

“Train-the-trainer” so selected leaders can provide effective customer service orientation and/or follow-up training.

Provide other training on a variety of management/leadership topics.

Customize training to be consistent with your industry, size, culture, and business strategy.

Address proven customer service methods using professional training techniques.

Utilize a highly interactive approach, including role play, to build skills in addition to knowledge.

Present research-based customer service strategies for building customer loyalty.

Conduct follow-up activities to reinforce learning, answer questions, and provide additional strategies to help employees meet customer service challenges.