Service Standards Program
Your own written service standards. Created by your team, agreed by you, rolled out properly.
Most businesses have an idea of what good service looks like. Very few have written it down in a way anyone could actually follow. That gap is why service varies between staff, between shifts, and between quiet days and busy ones.
A standard is not a script and it is not a slogan. It is a specific, observable thing that should happen every time, so a new starter knows what is expected and an experienced person knows when something has slipped.
This is a program, not a training day. It runs in three parts over several weeks, because standards written in a single afternoon and never rolled out do not change anything.
Who it’s for
Businesses ready to document how they want customers handled, and teams where service quality varies more than it should. Particularly useful where there is regular turnover and new starters need something concrete to learn from.
What’s included
• Session 1: a full day with a working group from your team, creating the raw standards
• Collation: we turn what the room produced into a drafted set of standards, framed under the six principles
• Executive Review: around two hours with your decision makers, where the draft is discussed, debated and finalised
• Session 2: around two hours with your wider team, running through the final standards and then walking the business to show what they look like in practice
• REBOUND applied to the complaints your business actually receives
• An agreed authority framework: what staff can resolve without asking, what needs checking, what gets escalated
• A completed service standards document, ready to use in induction
What you’ll walk away with
A written set of service standards your business can actually use, created by the people who deliver them and agreed by the people who own the business, plus a team that has seen what they look like in the real space.
| Format | Three parts over several weeks. Session 1 is a full day, the Executive Review and Session 2 are around two hours each |
| Investment | From $7,500 + GST. Can be split 50 percent on booking and 50 percent after the Executive Review. |
To book a course
Common questions
Because standards that get written and never rolled out do not change anything. The Executive Review makes sure they are what the business actually wants, and Session 2 is where the wider team meets them, including walking the business to see what each standard looks like where it happens.
Send them through. Standards that exist but nobody follows usually failed for a reason worth understanding, and it is easier to build on something than start from nothing.
Session 1 and the Executive Review can be bought on their own at $5,500 + GST, with Session 2 quoted separately. We would not recommend it, because the rollout is the part that makes the standards stick.