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Step 5: Implement systems and standards for service quality

Systems, standards and procedures explain, in writing, the things your staff should do and the way they should do them - in line with your overall vision, strategy and goals. By using systems and standards for service quality as part of your everyday operations, service is more likely to be delivered consistently and naturally.

You can write work procedures and standards into your business plan, staff training program and your customer service program.

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General enquiries: 13 QGOV (13 74 68)