PEPI Method

Improve YourCustomer Service

StandardsWith

What is Customer Service Standards?

What is The Criteria in Creating Your Standards?

Why Customer Service Need Good Standards?

Examples of Good Customer Service Standards

How to Improve Your Customer Service Standards?

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F CO

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What is Customer Service Standards?

Customer service standard is a target set by companies to help their customer service team meet customer expectation through the use of its people, systems and technology.

What is the Criteria inWriting Your Standards?

“SMART goal setting brings structure and trackability into your goals and objectives. Instead of vague resolutions, SMART goal setting creates verifiable trajectories towards a certain objective, with clear milestones and an estimation of the goal's attainabililty.”

S RM A T

S

R

M

A

T

target a specific area for improvementSpecific

Measurable

Attainable

Realistic

Time Based

quantify or at least suggestan indicator of progress

specify who will do it

state what results can realisticallybe achieved, given available resources

specify when the result(s) can beachieved

Examples of GoodCustomer Service Standards

• We will respond your e-mails within 24 hours during normal business hours.

• When at our desks, we will answer the phone within two rings.

• Notify our customers that someone is unavailable by saying, “He/She is unavailable. Is this an urgent issue or may I take a message?”

• We will respond your e-mails within 24 hours during normal business hours.

• When at our desks, we will answer the phone within two rings.

• Notify our customers that someone is unavailable by saying, “He/She is unavailable. Is this an urgent issue or may I take a message?”

Why Customer Service NeedsGood Standards?

Make their company more reliable

Good standards help you to gain trust from your customer.

Help you Internally

Once you have developed a complete list of service standards, you can form a basis for recruitment, job descriptions, induction processes, training and performance appraisal and feedback.

Service standards keep rising. As

competitors render better and

better service, customer become

more demanding. Their

expectation growWilliam H. Davidow

““

Set your customer service standard higher than your competitors.

Win Over Competitors

How toImprove

YourCustomerService

Standards

If you already have a standard set but it didn’t work well for you and your company, you can try this method by Micah Solomon as your framework.

It’s called...

The PEPI Method

These four fundamentals can do a lot to help you find company wide support for new standards you introduce.  And to keep those standards alive after the introduction.

PEPI consist of four important ways to improve your company’s standard. Purpose, Enforce, Peer pressure, and Input.

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