Develop Teams & Individuals

Customer service involves a consideration of what is needed to treat the customers in a desirable

Customer service is a term which means a measure of how well products and services meet or exceed the customer's expectations. It is important to have this within a business as it creates a good relationship with the client and you gain their trust, It increase customer life time value and retains customers to stay with your company and have repeat sales. Having good customer service will also reduce negative feedback such as bad words getting around about the company.

The Performance Measurement is a way to either measure or give a understandable value to what has been done compared to what was supposed to be done. It applies to all aspects in the working environment, such as procedures, critical activities and processes. In other words, first you set pre-defined goals and give away tasks and responsibilities to other workers, then at the deadline you can compare the achieved results to what the original goal was at the beginning. It is also useful to evaluate not only the final result, but even all the actions taken to get that particular results and the way the actions have been taken as well.

The quality standards for an organisation set down the ‘rules’ around the products and services the business provides, the suppliers and services they use, how staff are recruited and trained and how customer service is dealt with.

These are the day to day quality standards of the organisation where detailed analysis of quality is measured.

Elements of performance (EP) are the performance expectations for determining if a standard is in compliance. EPs are scored on a three-point scale:

Customer service must satisfy the needs of the customers to ensure a service companies’ quality is maintained.

For each element needed for an effective performance appraisal system, have criteria to ensure its proper function. The element of overall policy, the criteria that should be present is clear measurable performance criteria, clearly stated and defined performance goals and objectives, information for the application and operation of the system, procedures to address employee performances, and information that identifies those covered by this system. The overall policy must meet regulatory requirements of the state, county, city, or federal laws. According to [5 CFR 430.209(a)]), Agency must also obtain approval prior to implementing changes that modify any element of the system subject to regulatory requirements.

Employee performance is a performance criteria standard of an employee, they must have good behaviour and mustn’t do anything bad like waste time. Employees are rated on how well they do their jobs compared with a set of standards determined by the employer.

Using standard measurements in a service can be used to compare with other organizations in order to gain perspective on organizational performance. Performance management bring together many of the elements which go to make up the successful practice of people management, including learning and development. We’re used to thinking of ongoing performance

Make sure the employee is clear about the job expectations, the production expectations and any other details that would enable the person to perform effectively. Job descriptions, posted production standards, and data about performance help the employee understand and perform their role. A Performance Management System ensures the employee’s clarity about the goals.

Customer loyalty is much harder to obtain that customer service satisfaction. The most important first step is to satisfy the customer by meeting their expectations. Customers only give a company one chance and if they aren’t satisfied they will not do business with that company again, as well as tell others of their experience. The next step would be to exceed the customer’s expectations. If a business goes above and beyond to assist the customer they begin to build loyalty. The next step is to truly surprise the customer. In order to dominate the marketplace the company must find a way to make them selves stand out with their product or service, accompanied with phenomenal customer service. Once this has been done customer satisfaction and loyalty will be gained. “Acquiring a new customer can cost four or five times more than keeping a current customer” (Bestmark, 2013). So it’s essential to keep the current customer’s happy and coming back for more.

Performance elements describe what have been done and the standards inform how effectively they have to be done. There are five phases to follow to have a successful performance plan. The accomplishment of the performance appraisal process is as follows:

The performance standard is zero defects: This is a technique used in the organization to make employees aware that the cost of their

Performance standards are a very integral part in the underlying business operations of any firm. Competition, particularly from foreign entities is becoming more intense. As such, standards must be created in order for companies to maintain their competitive advantage over their peers in a particular industry. One only needs to look at the auto industry to see how a lack of standards and oversight can be a detriment to business. Many foreign firms, due to competition have entered into the auto market that was once dominated solely