This video provides an introduction to the course, the four chapters and the content covered.
- There are few things that are helpful to know before watching this course. First, it's designed to be practical, the content applies to any industry or any size of operation. And whatever your role, manager, director, analyst, supervisor, perhaps you're in a key support function, our goal is to provide ideas and recommendations you can use to establish or improve your own quality standards for customer service. Through the course, I'll cite examples that include face to face service such as retail, contact centers where customers interact with the organization through phone, chat, video, or social media, and others.
The contents of the course are designed to work together. For example, it's helpful to understand standards for individuals, covered in chapter two, when establishing standards for the operation, discussed in chapter three. In practice, of course, that works both ways, so we encourage you to go through the entire course for an overall picture of quality standards and how they work. There are a number of standards bodies and certification programs that provide guidance on standards and quality management systems.
Some, such as the International Organization for Standardization, commonly referred to as ISO, apply generally. Other programs are industry specific. Our approach here is to cover principles that enable you to develop standards appropriate for your organization. However, your efforts can become part of a more formal program if you choose to go that direction. There are a few key terms to know before we get started. The term quality simply means the attributes or characteristics of a product or service.
So, what constitutes bad, good, and truly exceptional quality must be defined in terms of what customers expect, and that's how we'll approach it in this course. Standards refer to the requirements, specifications, guidelines, or characteristics you establish for customer service. There are many possible terms for a customer service representative, including agent, associate, team member, employee, and others, and I'll use them interchangeably.
I also use terms such as organization, company, firm, operation, and others, so translate them into what makes sense for you. Lastly, we created some worksheets and a resource guide to help you implement the concepts we cover. I invite you to download them now and have them handy as we go through the course.
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