Standards of Performance
Some examples of behaviors often incorporated into standards of performance of high performing organizations are...
All Employees
- Acknowledge the customer right away (Phone: How many rings did it take to answer?)
- Greet in a pleasant and professional manner
- Use customer's name
- Speak clearly
- Use good eye contact
- Speak at an appropriate volume
- Respect the customer's privacy needs
- Listen closely to the customer's needs and requests
- Maintain a pleasant attitude and tone of voice
- Make customer feel like a valued company customer (or prospect)
- Suggest products and service(s) without being pushy
- Provide the customer with any literature to respond to their interest in our company's products or services (Phone: offer to send literature)
- If appropriate, professionally refer the customer to an associate or other company specialist.
- If appropriate, request to obtain the customer's name and phone number for proactive follow-up.
- As applicable, provide business card of individual to whom you are making the referral.
- Thank by name in closing
Customer Service Representatives Standards of Performance Check List
Greeting
- Stand up, if not already standing, when customer approaches CSR desk
- Greet pleasantly and professionally
- Smile
- Shake hands (gesture of professionalism)
- Introduced self
- Obtain customer's name in a polite manner
- Use the customer's name in conversation to personalize the interaction
- Offer a seat (refreshment optional)
- Make appropriate "get acquainted" conversation/friendly
- Establish rapport
- Use good eye contact/give full attention
- Ask primary reason for selecting our company, bank, store, restaurant, etc.
- Ask how they heard about you!
Identify Needs/Customer Profiling
- Ask good questions to probe for current needs
- Open ended questions
- Closed ended questions
- Banking examples:
- "What did you like or dislike about your previous checking account relationship?"
- "What are your current and future financial goals and objectives?"
Ask good questions to profile for future needs. Do this as appropriate for your industry. Some to think about are:
- Address/Phone/E-mail
- Family Information
- Retirement Planning
- Risk Tolerance
- Hobbies/Interests
- Occupation/Employer
- Income Range
- Purchaser of Stocks/Bonds
- CD's maturing at other financial institutions (banks)
- Permission to call, mail or email your customer with special offers
Ask Life Event Questions to ask as appropriate for your industry:
- Just moved into the area
- Recent marriage
- Recent birth(s)
- Other
Listen well
Presenting Product and Service Recommendations
- Present company product and service recommendation(s) clearly
- Share the benefits of your products and services in addition to the features
- Demonstrate product and service knowledge excellence
- Handle objections (if any) professionally
- Offer alternative solutions/products and services if appropriate
- Maintain pleasant, professional attitude
- Use sales tools effectively
Cross-sell/Up-sell/Tag-on
- Suggest additional services based on information shared?
- Provide appropriate brochures and supporting sales tools.
Closing the Sale
- Ask for the business without pressure (ask for next contact if appropriate)
- Offer business card positioning yourself as a professional resource for your company
- Ask for permission to call customer in the future with offers of special interest
- Place paperwork/product in an envelope/bag or other professionally branded packaging
- Stand
- Shake hands
- Make appropriate parting statement using the customer's name.
Company/Bank/Store/Restaurant/ Facility
Exterior
- Clean and well cared for
- Well lit (if evening or night time)
- Clear signage
Interior (as appropriate for your company)
- Clean
- Organized
- Maintain privacy
- Literature rack well stocked
- Clear directional signs
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"What gets measured, gets done." --Nancy Draude
