-quality customer service is one of the leading components in the external relations of the organization.Indeed, thanks to this factor is largely determined by its competitiveness.Improving the organization of customer relationships leads to the need for companies to pay more attention to this area.Thus, the standards of customer service should be seen as a structural unit of the corporate culture of the enterprise, which will allow to find effective approaches to their formation and implementation.
Customer Service, as a component of corporate culture can be traced as a kind of social culture in general.That is why the core of this culture itself should act a certain system of values, which in turn is determined by the idea of norms, standards and regulations, which implies mandatory compliance in the organization.
However, we must remember that for the proper behavior of staff is totally inadequate merely to establish certain rules, regulations and standards.It should also be some form's value base, defines a generalized direction of the organization in this sector, as accepted norms will be responsible for its concretization.
Thus, customer service performs a specific component in the company's corporate culture.It is a manifestation of the prevailing values and it sets specific rules of conduct.Therefore, under the standards of service you need to understand the rules and standards of conduct shall be deemed binding on the process of working with clients.
Based on the above, it can be noted that the organization can carry out customer service either "spontaneous" or with the implementation of certain requirements.At the same time the company operating without standards will be very dependent on certain people, employees, as well as their mood and behavior of the customer.But in the enterprise, where maintenance is carried out on the basis of certain rules will be traced some manner of communication, ie,concept with customers.
quality customer service is determined by the parameters of standardized behavior, the main ones are:
- facial expressions and gestures;
- vocabulary and verbal formulas;
- proxemics, expressed in compliance with the required distance at which the employee must communicate with the client;
- employee appearance (clothes, makeup and jewelry);
- speed and time of service;
- safety in the communication process.
Content service standards defined by some internal and external factors in the functioning of the organization.Their effectiveness depends on the awareness and consideration of the factors in the development of these standards.Such factors include legislative support, cultural norms, especially of goods and services offered by the organization, etc.
