TY  - JOUR
T1  - CUSTOMER SERVICE STANDARDS
AU  - Tarziev, Venelin
AU  - Banabakova, Vanya
AU  - Georgiev, Marin
PY  - 2018
DA  - April
DO  - 10.18769/ijasos.415520
JF  - IJASOS- International E-journal of Advances in Social Sciences
JO  - IJASOS
PB  - OCERINT International Organization Center of Academic Research
WT  - DergiPark
SN  - 2411-183X
SP  - 49
EP  - 55
VL  - 4
IS  - 10
LA  - en
AB  - Ensuring effectivecustomer service requires targeted efforts in a number of areas, one of whichis to develop service standards for each market segmentDifferentiatingcustomer service is achieved by adopting different standards according to thefollowing criteria: availability of assortment varieties and quantities inpercentage of orders placed; actually delivered quantities and assortmentvarieties in percent of the ordered ones; time (cycle) to execute orders inhours or days, and more.The development ofservice standards uses the results of its analyzes and assessments.Standards relatingto customer service should be developed in the following areas:responsibilities of management; quality control system; supplier's obligations;design management; document management; purchase quality; productidentification; management of the processes of providing services; customerservice quality assessment; management of control, measuring and implementationequipment; corrective actions applied in the case of established discrepanciesin the provided services; loading, unloading, storing, packaging, delivery andstorage of the product; customer interaction; control over data related toservice quality; internal audits related to service quality; personneltraining; statistical methods.The development andimplementation of standards requires the organization to accurately determinecustomer service types, the cost of providing alternative services, andmeasures for measuring and controlling the services provided.At the core of thedeveloped and implemented standards is the development and establishment of thecustomer service policy, which should start with a consumer demand analysis.The definition ofcustomer service level should allow for quantitative measurement because thevague and quantifiable policy does not provide opportunities for evaluation andcontrol of the activities and expenses of customer service.When developingservice standards, it is appropriate to apply an algorithm that focusesprimarily on standards related to employee behavior towards customers.This paper exploresthe need and capability to develop customer service standards and provides analgorithm for developing standards for employee behavior toward customers.
KW  - customer service
KW  - standards
KW  - custom requirements
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UR  - https://doi.org/10.18769/ijasos.415520
L1  - https://dergipark.org.tr/en/download/article-file/458247
ER  -