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Quality Standards in Customer Service

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Overview

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Learn how to establish quality standards to improve the performance of your customer service team.

Syllabus

Introduction
  • Quality matters in customer service
1. Principles of Quality Standards for Customer Service
  • Defining quality in customer service
  • Customer expectations of service delivery
  • Ensuring your quality standards are effective
  • Addressing misconceptions
2. Quality Standards for Individual Performance
  • Effective standards for individuals
  • Two types of standards
  • Surveys and service observation
  • Measures and scores
  • Calibration
  • Effective coaching
3. Quality Standards for the Service Organization
  • The customer service process
  • Standards for the service operation: The enablers
  • Standards for the service operation: Quality and value
  • Establishing a key performance indicator
  • Secrets to quality service
Conclusion
  • Applying quality standards

Taught by

Brad Cleveland

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