Determine how to best apply the information in this course, and the next steps you can take to maximize success.
- Thank you again for joining me on this course. Let me make some suggestions on how to apply what we've covered. First, identify who should be involved in developing quality standards, who should be a part of this effort? If you're a small organization, it might just be you with input from others on your team. If you're part of a large organization, there will likely be quality management teams and initiatives already at work. You want to determine where quality standards best fit in these efforts and who will have overall responsibility for them, and you want to ensure that quality standards don't get slowed or hampered by large lengthy projects, make them a priority, they deserve a focus of their own.
Second, it might be helpful to revisit specific topics as you develop your standards. Creating standards is an iterative process that involves identifying customer expectations, establishing standards of the individual on operational levels, and making improvements and revisions as you go along. Like anything, you get better at it and more comfortable with practice. Finally, I've included a guide to additional resources, it contains articles, websites, blogs, and other resources that can help your further explore many of the topics that we've covered.
I've also included my blog and contact information and would enjoy connecting with you on LinkedIn or Twitter. This is an exciting time to be involved in developing quality standards. I've never before seen so much change in customer expectations. Organizations that consistently deliver great customer service enjoy the rewards that come from customer loyalty and strong employee engagement. So, if worthy, our efforts to establish effective quality standards can make a real positive difference.
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.
- Defining quality
- Ensuring standards count
- Measuring individual performance
- Coaching customer service professionals
- Creating quality standards for the service organization