For repeatable, sustainable customer service excellence, you need systems and standards for the great people you hire, writes Micah Solomon.
- Standards are ways of delineating “how we do things around here.”
- Systems are slightly more elaborate; they are essentially groups of standards.
Standards and systems are both important components to successfully serving customers. As telemedicine expands the communication tools in animal health, both are critical to repeatable and dependable customer interactions.
Source: Forbes, January 26, 2020. Link.
INSIGHTS: Standards and systems ensure we capture key information. However, when creating standards, it is critical to consider the amount of time a customer may have to wait until the computer catches up to the verbal discussion. Anything longer than 90 seconds will seem like an eternity and reduce any value the best customer service person can provide.