Learn the two types of quality standards for individuals, including foundation (criteria that can be determined by yes/no) and finesse (criteria that are best gauged by a scale). Identify when and how to use each.
- A proven way to consider quality standards for individuals…is to categorize them as either foundation or finesse.…Foundation standards measure whether something was done…and can be assessed with a simple yes or no.…For example, the customer service representative…verifies required information,…enters data correctly, codes the contact correctly.…Foundation standards are objective, consistent,…and accomplished the same way by every person.…Finesse standards measure how something was done,…they're more subjective and are typically measured…on a three or five point scale.…
They allow for style and individuality,…and provide room for interpretation.…For example, the customer service representative…listens carefully.…He or she effectively probes for relevant input,…and so forth.…Think of high diving or figure skating in the Olympics,…finesse standards should provide clear guidance…on what's expected,…but performance happens in degrees.…We recommend having a mix of foundation…and finesse criteria.…I wouldn't worry too much about the ratio,…
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