Your customer service standards come from your customers based on what they want. It also comes from management and employees based on what the company does best. All three groups should play a role in developing your customer service standards because they are critically important to all three.
Do everything you can to share your customer service standards with these three groups. Post them in your store, on your web site, on your business cards, in your ads and anywhere else your employees, management and customers will see them. Some companies put these on signs in their stores. Others include them in billing statements each month. Some put them on the shirts employees wear.
When management, customers and employees are all aligned and in agreement with your customer service standards then you have a powerful tool to help you communicate and collaborate. Customers can offer more useful feedback because it can be framed in terms of your customer service standards. Same for employees. You’re all speaking the same language so you’ll communicate better.