Overview
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Learn how to establish quality standards to improve the performance of your customer service team.
Syllabus
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Introduction
- Quality matters in customer service
- Defining quality in customer service
- Customer expectations of service delivery
- Ensuring your quality standards are effective
- Addressing misconceptions
- Effective standards for individuals
- Two types of standards
- Surveys and service observation
- Measures and scores
- Calibration
- Effective coaching
- 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
- Applying quality standards
