Customer Care - Service Standards


Customer Expectations

Customer expectations encompass everything a customer expects from a product, service or business. They are created in the minds of customers based up their individual experiences and what they have learned combined with their pre-existing experience and knowlege.

76% of consumers expect companies to understand their needs and expectations.

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Service Standards

Service standards help define what a customer can expect from a service and how it should be delivered by the team member. Many businesses define their standards of service as part of its customer service strategy and train employees on how they are expected to behave when interacting with customers. This is also known as customer service standards.

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Policies that Support Customer Service

  • A course or principle of action adopted or proposed by a business or individual
  • related to legislation
  • aid the business in outlining the procedures customers are required to follow
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Refund Policies

  • Consumer Rights Act 2015 and the Consumer Contracts Regulations
    • covers online and in store
  • Returning unwanted items isn't an automatic right
    • you have to check the returns policy of the store
  • Online: 14 days cancellation policy
  • Faulty Goods: legal right to a refund if returned within 30 days
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Complaints Policy

  • outlines the company's protocol on dealing with complaints
  • initial response given 2-5 working days
  • complaint closed within 7-14 days of being received
  • must complain in the first incidence
  • response should be recorded in writing to document the case
  • if the customer is unsatisfied refer to Ombudsman and/or Small Claims Court
    • use Ombudsman as a last resort
    • Small Claims Court only contacted if the customer believes that the company has breached its contract
    • before you use Small Claims Court the customer will need to demonstrate that they have tried all other routes to seek redress
    • the total amount of money you can claim in Small Claims Court in England adn Wales is £10,000
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General Data Protection Regulations 2018

  • Everyone responsible for using personal data has to follow strict rules called ‘data protection principles. They must make sure information is:
    • used fairly, lawfully and transparently
    • used for specified, explicit purposes
    • used in a way that is adequate, relevant and limited to only what is necessary
    • accurate and, where necessary, kept up to date
    • kept for no longer than necessary
    • handled in a way that ensures appropriate security, including protection against unlawful or unauthorised processing, access, loss, destruction or damage
  • There is stronger legal protection for more sensitive information, such as:
    • race
    • ethnic background
    • religious beliefs
    • trade union membership
    • genetics
    • biometrics (where used for identification)
    • health
    • sex life or orientation
  • There are separate safeguards for personal data relating to criminal convictions and offences.
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Your Rights

Everyone responsible for using personal data has to follow strict rules called ‘data protection principles. They must make sure information is:

  • be informed about how your data is being used
  • access personal data
  • have incorrect data updated
  • stop or restrict the processing of your data
  • data portability (allowing you to get and reuse your data for different services)
  • object to how your data is processed in certain circumstances

You have rights when an organisation is using your personal data for:

  • automated decision-making processes (without human involvement)
  • profiling, for example to predict your behaviour or interests.
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