Improving service quality

- Improving service quality is a critical mission…for every customer service leader.…In this video, I'm gonna walk you through…a three-step process for solving problems,…and elevating customer service.…You may wanna download the…Service Quality Improvement Worksheet…so you can apply these steps to your own organization.…The first step is to identify the gap…between existing and desired performance.…In order to improve service,…we need to clearly identify where we want to be,…and compare it to where we are now.…For example, let's imagine a chain of healthcare clinics…that has recently received a lot of complaints from patients…who feel they had to wait too long to see the doctor.…

It's not enough to say, "We need to get better." or…"We want to reduce complaints."…That's too general.…We need to define the problem more specifically.…Here's what our gap identification might look like.…Let's say we look at our Voice of Customer data…and notice that 25% of patient complaints…are related to long wait times.…That's our existing performance.…