1. Consider your business type. Small businesses often have very different customer service expectations than mega big-box stores. Understanding why people choose your store or business will help you assist your customers in getting exactly what they want out of their interaction with you.
2. Create a clear vision statement. Having a clear vision statement for your customer service mission is crucial. You will incorporate this vision statement into employee training and will likely also share it with customers. Your vision statement communicates your business’s core values, what you’re all about.
3. Examine the public “face” of your business. Your employees are one aspect of your business’s public “face,” which customers interact with every day. Other representations of your business’s mission include your handling of customer service calls and interactions, your location (brick-and-mortar and/or online), and your approach-ability.
Do your employees and your company structure give the impression that customers are free and welcome to approach you with issues? For example, is your contact information clearly located on your website, and do customers in your physical location know who to ask or where to go with questions?
4. Make sure your employees know what “quality service” means to your business. New hires and experienced workers should all know what “quality service” means to you and your business. This definition may be made up of larger ideas, like “consistency, communication, and connection”, or more specific ideas that involve specific actions or attitudes.