Kelliproperties, Consulting writes the service standards your customer-facing teams work from.

These standards are written for departments where people come to them for help. That includes the obvious ones, such as reception, contact centers, patient access, member services, and guest services. It also includes teams whose customers are internal, such as an HR service center or an IT help desk, which receive people all day and are rarely given standards for it.

We start by reviewing what you already have. Most organizations have something in place, whether an onboarding packet, a training deck, or the practices an experienced supervisor has built over years. We work from those where they hold up and build from scratch where nothing exists yet.

For each department we speak with a manager and a few members of the team, because the people doing the work know which parts of the current guidance hold up under pressure and which get quietly ignored. Each department receives its own document, since a contact center and a front desk are not doing the same job even when they are serving the same customer.

The standards cover greeting and arrival, telephone handling, email and written correspondence, accessibility, professional communication, and brand interaction. We write them short enough that your staff will read them and specific enough that a supervisor can coach against them.

Count only the departments that receive people, then select that number above. Training your teams on the finished standards is available separately as the Art of the Welcome Workshop.

How booking works. A 25% deposit is due at booking, or you can pay in full. Your Introductory Consultation follows, where we confirm scope and fit. You then have 24 hours after that consultation to change your mind, and everything you paid is refunded, deposit included.

Service Standards Sprint

Service Standards Sprint