Customer experience
We look at interaction with the company through the customer’s eyes.
- first inquiry
- response speed
- correspondence
- call
- meeting
- purchase
- receiving the service
- support
- follow-up contact
Service standards & communication guidelines
We help your brand sound equally good in advertising and in real-life work
AreaBusiness and customer experience
We set up the rules of the company’s interaction with customers: from the first message and call to post-purchase support.
We define how the team should communicate, which service stages are mandatory, what the customer should receive at each stage, and what impression of the brand should remain after contact with staff.
Best for: Companies that want the customer experience to match the brand’s positioning and promises.
When you need service standards
This service is especially relevant if:
- 01
different employees communicate with customers differently
- 02
there are no unified communication rules
- 03
service quality depends on the individual manager
- 04
the brand changed its positioning, but the team works the old way
- 05
customers get a different experience at different locations
- 06
service complaints keep recurring in reviews
- 07
the company is growing and expanding its team
- 08
new branches or locations are opening
- 09
you need to raise the quality of interaction without constant oversight by the owner
- 10
marketing promises diverge from the real customer experience
What we analyze
Communication touchpoints
We define where exactly the customer meets a representative of the brand.
- messengers
- phone
- social media
- offline location
- sales department
- support
- delivery
- post-sale communication
Current working rules
We study which standards already exist and how they are applied in practice.
- instructions
- scripts
- templates
- regulations
- CRM
- checklists
- escalation rules
What the work includes
Customer service structure
We define the main stages of interaction and the requirements for each of them.
- first contact
- clarifying the request
- next step
- support
- wrapping up the work
- repeat interaction
Communication rules
We build clear principles for communicating with the customer.
- tone
- style
- response speed
- message structure
- forms of address
- approved wording
- prohibited wording
Team Tone of Voice
We turn the brand’s Tone of Voice from a marketing document into the real speech of employees.
We define:
- how to greet
- how to explain
- how to recommend
- how to deliver bad news
- how to respond to complaints
- how to end a conversation
Communication scenarios
We develop algorithms for typical situations.
- new inquiry
- price request
- consultation
- objection
- delay
- mistake
- negative feedback
- follow-up contact
- gratitude
Service standards
We record what should happen at each stage of the customer journey.
- what the client gets
- at what moment
- in what format
- who is responsible
- what timeframes are acceptable
- what to do in a non-standard situation
Materials for the team
When necessary, we create:
- instructions
- checklists
- message templates
- scripts
- FAQ
- cheat sheets
- regulations
- onboarding materials for employees
Standards help scale your service
Without unified rules, the quality of communication starts to depend on the individual.
Standards help maintain the same level of service as the business grows.
How the work goes
- 01
We dive into your business
We study the positioning, product, audience, and the existing customer journey.
- 02
We analyze real communication
We look at correspondence, calls, materials, reviews, and current instructions.
- 03
We find the problem points
We determine where customer expectations diverge from the real experience.
- 04
We form the standards
We develop rules, scenarios, and mandatory stages of interaction.
- 05
We prepare the materials
We compile instructions, checklists, templates, and other working documents for the team.
- 06
We help with implementation
When necessary, we walk the team through the new system and adjust it after the first stages of use.
What the client gets
The Result: The company gets a clear system for interacting with customers. It becomes clear:
- 01
how the team should communicate
- 02
which service stages are mandatory
- 03
what information the customer should receive
- 04
how to respond to typical situations
- 05
how to handle negative feedback
- 06
how to maintain the brand’s Tone of Voice
- 07
how to control service quality
- 08
how to scale communication together with the team