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Chapter 1

How to set your service standards

with
Christine McHugh
Former VP of Customer Service for Starbucks, Author
WHAT'S INSIDE?
Chapter 1
How to set your service standards
In this chapter, we’ll explore how great service standards start with a deep understanding of customer expectations.
We’ll then discuss how to...

• Understand customer expectations

• Make your promise to your customers simple and clear

• Best build a powerful service standard and empower your employees to live it every day

• Finally, we’ll also touch on the risks of defaulting on the promises you make to your customers.

Get the book
Chapter 1
Set your service standards
“The service standard you set should be easy to understand, and even easier to follow...”
In this chapter, we’ll explore how great service standards start with a deep understanding of customer expectations.
We’ll then discuss how to...

• Understand customer expectations

• Make your promise to your customers simple and clear

• Best build a powerful service standard and empower your employees to live it every day

• Finally, we’ll also touch on the risks of defaulting on the promises you make to your customers.

Get the book
“The ‘Starbucks Experience’ has been built from thousands of hours of research around the world and countless data metrics that prove the formula works. Their service standard is ‘Make every moment right’. That same service standard is a direct reflection of what really matters to Starbucks customer and the company’s strategy has been shaped around these expectations.”
Christine McHugh
Former VP of Customer Service for Starbucks, Author
Learn more about
Christine McHugh
Christine McHugh is a celebrated customer experience expert, having played a key role in the success of the Starbucks customer experience over 27 years. That journey took her ‘from barista to boardroom’. She’s a systems thinker who works hard and has fun doing it.
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Other contributors to this book
Chapter 6
"Set key metrics and share performance results daily..."
Jerry Campbell
Director, Consumer Services Service Now
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Chapter 2
"It's important that teams see a connection between the work that they’re doing, their team goals, and the highest level company goals so they know their work matters."
Scott Runkel
Former VP, Customer Experience, A&R Blocks
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Chapter 5
"Building mastery in any frontline skill—customer communication, problem-solving, complaint handling, and so on—takes time. It takes multiple coaching touches, repeated practice sessions, and consistent reinforcement. "
Anna Egan
Customer Experience Manager, A1 Air Conditioning & Heating
View author >