Monitoring Service Standards

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Monitoring Service Standards

Monitoring Service Standards

As discussed in the previous section, monitoring service standards can be done through the performance review process, but an annual review is not enough. The management team and the service team both have a responsibility to monitor the services standards throughout the year.

Management Role

The management team is responsible for scheduling training and ensuring the service standards are part of that training. Supervisors and managers can also monitor service standards in the following ways:

  1. Through daily observation.
  2. In one-on-one meetings.
  3. During regular staff meetings.
  4. During informal discussions.

Monitoring of the service standards is an on-going process that will regularly provide information to the management team about the effectiveness of the service standards and employee performance.

Service Team Role

The service team is made up of the employees. Sometimes a company will have designated service teams in the customer service department, but all employees are essentially part of the service team and are responsible for providing service, whether to internal or external customers.

The service team role in monitoring the service standards starts with each individual employee, who is responsible for his or her own:

  1. Knowledge of the service standards.
  2. Adherence to the service standards.
  3. Performance relevant to annual goals.

Every time an employee interacts with a customer, internal or external, that employee is making an impression. The interaction may be through email, phone conversations, at meetings, or hallway encounters. It is the responsibility of the employee to ensure that the quality of the service provided meets or exceeds the customer's expectations.