Join Jeff Toister for an in-depth discussion in this video Improving service quality, part of Managing a Customer Service Team.
- 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.…
Author
Released
3/2/2015- Clearly defining outstanding service for employees
- Evaluating service quality
- Identifying obstacles to outstanding service
- Aligning resources to optimize service delivery
- Calculating the cost of poor service
Skill Level Appropriate for all
Duration
Views
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Customer Service Foundations
with Jeff Toister1h 57m Beginner
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Introduction
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Welcome1m 9s
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1. Defining Outstanding Service
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Developing service standards3m 21s
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2. Evaluating Service Quality
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Improving service quality4m 32s
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3. Identifying Obstacles to Outstanding Service
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Empowering employees3m 24s
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4. Optimizing Service Delivery
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Putting customer value first3m 17s
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Balancing speed and quality3m 50s
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5. Calculating the Cost of Poor Service
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6. Elevating Your Team's Service
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Video: Improving service quality