Learn the five factors that most contribute to effective quality standards. And identify the one that rises above all others. Rate where you stand and identify improvement opportunities for strengthening your standards.
- Is there a secret to ensuring…that your quality standards count?…Are there common denominators among organizations…getting the best results?…I've seen organizations achieve every level of success.…Some top their industry in customer satisfaction…or net promoter scores,…and they enjoy the strong business results…that come with them.…Others struggle as they face disruption or competition,…or perhaps lose internal focus on customers.…And I've seen a wide variety of quality standards at work.…
Generally speaking,…organizations that achieve great results have them,…use them,…and they have strong customer-focused cultures.…Usually organizations that struggle…lack clearly defined quality standards…and cultures that support effective customer service.…But there are exceptions.…I sometimes see beautifully-written standards…in struggling organizations.…The standards don't seem to have much effect.…What are the factors involved?…There are five that rise above all others,…and we provided a worksheet in the exercise files…
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.