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.
Skill Level Intermediate
- There are many benefits to improving quality and customer service, including positive impact on customer loyalty, revenues, profitability, word of mouth, and employee engagement to name just a few. But how can you define, measure and improve quality in environments characterized by constant change, numerous variables? My name is Brad Cleveland, I'm an author, speaker, and consultant focused on helping organizations thrive in this new era of customer relationships. Through different seasons of my career, I've served as an employee, executive, entrepreneur, president and CEO, and advisor.
I've delivered training and consulting in over 60 countries and have seen firsthand the critical role of customer service delivery to any organization's success. And quality standards, without exception, have been an important part of those efforts. This course is divided into four chapters. We begin the first by defining quality and customer service. Then, we'll look at customer expectations and dispel some common misconceptions that sometimes exist about quality standards. In the second chapter, we'll look at quality standards for individuals.
We'll cover the two main types of standards, as well as measurements, calibration, and other topics. In chapter three, we'll look at the larger service operation. Here, we'll explore the service process, identify key aspects of customer service that should be reflected in quality standards, discuss overall measures, and cover ways to maximize the value of your quality standards. In the last chapter, we'll go over recommendations for applying the contents of this course. Thank you for joining me, I'm really excited about our time together.
We've got a lot to cover, so let's dive in and get started.