Page 12 - CUST SVC TEXTBOOK 2020

4.5 Service Standards of Companies

Each organization has its own service standards. Employers would like their Service Providers
to:

1. Have a customer first mind set
- Always think of the customer first

- Go all the way to help the customer

2. Think positively

- Have a can do attitude
- Do not get discouraged by difficult situations

3. Know the job/products well

- Know the job, products and services well

- Know who to contact for help or additional information.
4. Enjoy dealing with people

- Get to know the customers

5. Respect all customers

- Be polite to all customers regardless of their background, appearance etc.
6. Solve problems effectively

- Be willing and able to resolve problems

- If problems cannot be resolved, provide other solutions, alternatives to customers

7. Provide personalized service What do you understand about personalized service?
- Tailor response to fit the situation

8. Be dependable

- Deliver what is promised

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