All employees should be aware of the standards and how they affect job responsibilities. There are several ways to implement the service standards across the company, including:
One key element to the successful implementation of service standards is to incorporate them into job descriptions. New employees will be aware of service expectations from the beginning if the standards are built into the job duties. Some examples of job descriptions that include service standards are:
As you are creating or revising job descriptions, review the service standards document and incorporate each of the standards into the job description. The standards should also be incorporated into interview questions for use during the hiring process.
Activities during new employee orientation can be structured around the service standards. All new employees should be given a copy of the standards document followed by discussions of the standards and how they will be used to evaluate performance throughout the employee's tenure at the job.
Mentorship programs are good ways to help new employees understand and follow the service standards.
One of the barriers to successful implementation of the service standards is lack of commitment by employees. In order to ensure commitment, it is important to keep the service standards in front of employees at all times, not just in the interview and orientation process.
By implementing an ongoing training process that focuses on the service standards, the company shows the employees that it is committed to the standards. Some possibilities for ongoing training are:
Another way to gain employee commitment to the standards is to incorporate them into annual goals that will be used in the performance review process. Some examples of annual goals that include service standards are:
Performance goals that are tied to the service standards will encourage employees to continually review and monitor the standards. Service standards that are incorporated throughout the company's procedure will help ensure consistent behavior and service throughout the company. Employee expectations will be clearly understood by employees when they are part of every step in the employee hiring and management process: