Customer service is an organization’s ability to meet its customers’ needs and desires, while consistently exceeding their expectations.
To ensure that your business is customer-focused, it is important to create a comprehensive customer service plan. Writing down this plan will help ensure that providing consistently strong customer service becomes a habit.
A customer service plan should have five key components:
- Customer Needs, Wants and Expectations
- Customer Service Goals and Objectives
- Customer Service Policies
- Employee Training Policies
- Customer Service Evaluation
Authors: J. Kelly
Publisher: Ontario Ministry of Agriculture, Food and Rural Affairs
Year: 2014