Wanting to create the best standards for customer service in your retail business is more than a philosophy to which to aspire. For the sake of efficacy, customer service standards must be quantifiable. You must be able to measure, compare and improve upon these standards to excel. Think of customer service standards as the science of your success!
The Science of Standards: A Key for Process Improvement
Customer services standards should be a part of your business philosophy. After all, your customer is your top priority and customer service is of paramount importance. But the concept of customer services standards transcends from a thought into the realm of retail management solutions due to its inherent quantifiable nature.
A happy customer is a repeat customer, and
a repeat customer is a recipe for revenue.
A standard, by definition , is “something set up and established by authority as a rule for the measure of quantity, weight, extent, value, or quality.” “Measure” and “standard” are definitively directly connected at their very foundation. To accurately judge or measure the success of your business, there must be a standard against which to measure. This standard must be concrete, not some philosophical ideal. It’s tangible versus thought; actionable versus abstract.
Developing your customer service standards is an important, multi-step process that requires specific attention and detail to be most efficient and effective. Utilizing a workforce management consultant for the implementation of the steps required for development, maintenance and improvement of customer service standards will allow for a quantifiable evaluation of best business practices and the creation of process improvement strategies.
It’s like a game of chess. You must take multiple, well-planned steps to reach the end goal.
6 Steps for Setting Retail Management Standards
1. Discovery and Design: The first step to developing customer service standards is for a professional ELS team to acclimate to your retail environment. Learning your business practices and familiarizing with the physical store allow for the design of the project itself.
2. Observe and Capture: Once the base foundation has been laid, observation of the day-to-day can begin to further specify requirements. Time and customer services practices are studied during this phase, often using video observation and work sampling to establish the optimal time to be spent on each task.
3. Analyze and Build: With all required information obtained, the true development phase can begin. A labor model is created with process improvement observations based on the results from the previous step.
4. Validation: One of the most important steps in the process, validation, ensures to what degree the calculations are accurate and realistically applicable. Labor models and standards are reviewed to confirm accurate figures before implementation.
5. Deliver: Confirmed and completed, the labor standards are delivered with a full inventory of standards, drivers, attributes and additional recommendations for continuing process improvement.
6. Sustain: Maintaining customer services standards is as important, if not more so, than the initial development. Staying present by interacting with reviews and statistics allows for evolving process improvement to have the business change in the manner required to stay at peak performance.
Keep yourself in the loop with your measured standards and you will always be able to have the best processes implemented.
Learn more about our retail management solutions and request a free consultation. Let us show you how we can help your business become more profitable by applying engineered retail labor standards.