Professional Documents
Culture Documents
au)
Take a piece of paper or a white board and draw a set of maps and figures to describe how the service is delivered,
where things can go wrong, and what is done when there is a service failure.
Train staff
Ensure that staff are adequately trained by:
providing staff with the technical training they need to meet the service standard
building teamwork among staff
empowering staff to take appropriate action to resolve customer concerns.
Meet expectations
Ensure the service matches the promises by:
making sure that all advertising material reflects the nature of the product or service
making staff aware of all advertising and promotional activities so they know what customers are expecting
offering customers different levels of service for different prices and explaining the differences between those
levels.
Also consider...
Learn more about training your staff (https://www.business.qld.gov.au/running-business/employing/staff-
development/training).
Read about creating a customer service program (https://www.business.qld.gov.au/running-
business/consumer-laws/customer-service/improving/creating-program).
Learn about writing business processes, procedures and standards (https://www.business.qld.gov.au/starting-
business/planning/business-planning/processes-procedures-standards).
Read more about researching customers (https://www.business.qld.gov.au/starting-business/planning/market-
customer-research/researching-customers).
Learn about establishing your business values (https://www.business.qld.gov.au/starting-
business/planning/business-planning/values).
Find out about managing customer complaints (https://www.business.qld.gov.au/running-business/consumer-
laws/customer-service/complaints).