Standards Development

We believe it's important to take a step back and evaluate not only why we do things but also how we do them, in order to see how our actions impact customers.  Service and Facility Standards are a framework for your employees to lean on; they set expectations and provide a simple, approachable format for your front line employee to follow, and your managers to manage. The result is consistent service delivery, common understanding on expectations, and an improved customer experience. 

We can help you:

 

Define Core Values
Translate your company’s mantra into simple, clear terminology for employees to embrace

Develop Service Standards
Outline the specific steps of service to define and prioritize the optimal customer journey; defining service standards provides an ongoing metric for success

Create Standard Operating Procedures
Provides a step by step framework for employees to understand how to deliver consistently by task/role

 
 

Service Strategy & Insights

Building a Service-Centric Culture
It’s a change in how you think and interact with your customers.  We can help implement initiatives that will get this transition underway.
 

Recognition Program Development  

The key to engaging customers is in having engaged employees.  Recognize employees regularly and in a productive manner that will not only reward them but keep them, and your customers, engaged for the long term.
 

Sustainable Efforts
These are initiatives you can utilize that are for the long term health of your company and which will ultimately benefit the customer.