Imagine giving your customers confidence that you will consistently deliver in line with their expectations…..
January 28, 2011Managing customers expectations is vital and this can be done by putting in place relevant and robust service level agreements (SLA’s). These agreements may well include commitments on availability and performance after the project has been handed over. Delivering against these commitments will keep your customers happy which in turn should encourage repeat business enabling you to improve and grow as a business.
Working through the Accredit UK scheme will enable you to set realistic SLA’s based on industry best practice. During the assessment process your assessor may ask you:
- How do you monitor availability and performance?
- How do you address the issue when availability or performance is below the SLA?
- What do you do to ensure that your customers achieve their uptime and performance goals?
An example SLA could be that a supplier commits to fixing a broken piece of kit within four hours of it breaking down. The time scales and levels of performance within an SLA should manage the expectations of both the supplier and the purchaser.
For more information on how Accredit UK can help you improve and grow your business contact the team on 02476 496 217, we’d love to hear from you. Dont fancy calling? No problem, join in the conversation on Twitter instead.
