MGMT 3100 Human resource Management

Running Head: PERFORMANCE STANDARDS 0

Performance standards

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Performance standards provide employees with performance expectations from major duties. They are behaviors and actions which demonstrates how the job is to be done and the results expected for a satisfying performance. Working in an organization’s customer service unit comes in handy. It is one of the most essential basis for company performance. There are service expectations where one is supposed to know the experiences of customers. Every part of the service model should be accessed from the perspective of the customer. One has to be keen on return policies, refund exchange guidelines, wait times and employees’ interaction, and also put into considerations the ability of your stuff in meeting deadlines, filling orders in the time required and in the right manner, handles the customer’s needs in a friendlier and knowledgeable way (Hextall, 2013).

Procedures and policies should be set so that employees will be effective in delivering good services to the customers, ensure that the employees have adequate working knowledge of the business policies and procedures provided for customers’ interactions. This may require starting training programs or starting a program about job shadowing in order to develop a stable working knowledge and bringing out the best practices in providing services to the customers. It also involves carrying out performance of customer service by reviewing the feedbacks from customers which will result to better service provision (Hextall, 2013).

Communication is very important because exchange of information with customers establishes the standards of performance. This involves interaction with one another, also may include communication through emails, telephone and written communication exchanges. Acceptable parameters should be developed for holding and turning around for electronic communication response, wait time and returning calls. There should also be empowerment of employees which will result to provision of better and quality customer service, in some circumstances employees will be needed to depart from rules. The employer should ensure that the employees knows how to handle customers (Hextall, 2013).

References

Hextall, I. (2013). Performance standards (1st ed). London. Hoboken.