Identify common misconceptions that hamper the development of quality standards, and learn how to address them in your organization. Understand how higher levels of service quality lead to lower costs, how they can help when you have limited resources, and how quality standards further, rather than restrict, the personality of your agents and organization.
- Sometimes within an organization,…there's resistance to quality standards.…Why is that?…They're a good thing, right?…Dig a little deeper, and we found there's several common…misconceptions that can hamper their development and use.…I'll summarize them here and suggest how…you can ensure everyone is comfortable,…even excited with your quality standards initiative.…One common misconception is that quality standards…are overly rigid and scripted, and while few executives…would ever argue against the need for quality standards…in the production of physical products, some feel…that standards for service are not a fit for their culture.…
This usually stems from believing…that quality standards are scripts,…here's exactly how you say something or do something.…They envision the overly robotic conversations…we've probably all had a time or two…with customer service representatives.…Here it's important to review the definitions…of service quality and standard.…Service quality is based on the customer's perception…of how well our service meets his or her expectations.…
Watch and learn how to establish quality standards in customer service, and improve loyalty, revenue, customer satisfaction, and employee engagement. Brad Cleveland divides the lessons into three chapters, covering quality and customer service definitions, quality standards for individuals, and quality standards for the overall organization. Along the way, he shows how to implement a process, measure progress, and effectively coach employees.
- Recall three sources of input when developing quality standards.
- Recognize recommended practices used to set quality standards.
- Summarize three elements to keep in mind when developing standards for individuals.
- Determine the meaning of calibration.
- Identify the characteristics that define four aspects of customer service.
- Identify the most important factor observed in organizations with effective quality standards.