Now that companies are running at full throttle in the brand-new year, it's a good time to do a quick maintenance check of customer-service standards—and size up staff performance in terms of the customer experience. Can't hurt, right? Here are some guidelines that might help the process: A recent post at the Thriving Small Business blog offers a checklist that details customer-service standards to be applied to a number of customer touch-points. Among their goals you might consider replicating:

• We will inform our customers of [the] normal process time [for answering customer requests], when they can expect completion, and any delays that may arise in the process.
• We will touch base with our customers to update them as to where we are in the process.
• We will respond to website questions/requests within 24 hours during normal business hours.
• When at our desks, we will answer the phone within two rings.
• When transferring a call, we will obtain the caller’s permission and provide the caller with the name and extension number of the person who will be helping the caller.
• We will obtain the caller's permission before placing the call on hold.
• We will respond to voice mails within 24 hours during normal business hours.
• We will respond to emails within 24 hours during normal business hours.

"Many of these standards can have measures attached to them for performance-appraisal purposes," the post notes.

The Po!nt: Fresh start, fresh focus. Referring to guidelines like these and taking a fresh look at your customer-service standards can help remind your team of the basic best practices that will keep customers coming back.

Source: The Thriving Small Business. Read the full post.

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