Customer service standards are a set of policies and expectations that have been created and adopted by a company. They are the guidelines that drive customer interactions. These standards represent a level of quality that your business follows to provide customer service. They include everything from how you greet customers and handle customer complaints to what type of customer service training your employees receive. Each company creates its own set of customer service standards, but the foundation is developed based on key principles of customer service like speed, transparency, and empathy .
According to a survey of 100 U.S. consumers, the top five customer service standards that consumers value the most are responsiveness, accountability, over-delivery, availability, and friendliness . It’s essential to make sure that your customer service standards are up to par to meet the expectations of your customers.