Corporate standards of client servicing is a multipurpose tool in order to increase sales and quality of service which helps to achieve uniqueness and predictability of Your company’s service level regardless of location of any point of client servicing.

Working stages

1. Building up a working team
Staff and managing directors as well as external experts – specialists in the service sphere or in similar professional spheres can be attracted for standards development.

2. Gaining information and its analysis concerning understanding and expectations about the content of standards. Different methods are used: a group discussion, a meeting with the board, brainstorming session, assessment of client servicing by the method “Mystery shopper”, analysis of results of independent research, monitoring the work of more effective employees, interviews and etc.

3. Development of a Corporate servicing standard
Designing a project of a servicing standard for a Company taking into account gained information.

4. Standard audit
Carrying out preliminary audit “in real time”, i.e. a visit of representatives of a target client group as Mystery shoppers.

5. Approving of a standard by managing directors
After a final agreement, drawing up and establishing a working team, standards are presented to the board of a company on approval.

Main sections of a Corporate servicing standard are:

• Information about a Company – history, missions, aims, priorities and plans about development – promotes the staff to understand the Company’s values in the single manner.
• Requirements for employees and standards of corporate behaviour allow creating a unified image of a Company in the sight of the staff and Clients, which contributes to better awareness and development of loyality.
• Business processes of client servicing and rules of their implementation standardise work of all company’s employees, increase the quality of service and guarantee uniform implementation of working operations.
• Professional knowledge is arranged and adapted to company’s needs information about the branch and products. It is important for each employee to study and know it and necessary for qualitative performance of administrative duties by the staff.

Advantages

• Competitive advantage for company’s advance in the market.
• Increasing a professional level of the staff.
• Achievement of the single quality of services given and client servicing for all outlets of a chain or peculiarities of an outlet (“recognizable”, “predictable” service)
• Understanding by the staff the work behaviour which is considered to be proper by the board of a company.
• Saving money and resources to train new employees and their effective induction.
• Understanding uniqueness and corporate style in all points of servicing by Your employees and clients not only as corporate symbols.
• Objectiveness of assessment of Your employees’ work and fairness of rewarding.

Cost

The cost of a service on development and introduction of corporate service standards depends on a company’s type and its conception and in each particular case is discussed individually.

You can order a service and ask questions by phone +7 (9603) 721-777