From the course: Quality Standards in Customer Service
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Calibration
- Quality standards come to life when they guide your team in delivering consistent high-quality service, but if you have more than one team or supervisor, there's a challenge. Do they have the same understanding of your quality standards? Are they interpreting results the same way? In many organizations, the answer's no, and that undermines the effectiveness of quality standards, coaching, and the confidence of your employees, perhaps most importantly. The good news is you can get your team on the same page. With a little targeted calibration, you'll be able to interpret and use quality standards effectively and consistently. Calibration's defined as the process in which variations in interpreting results and the steps that follow are minimized. Put simply, calibration ensures you and others understand standards and interpret performance objectively. That way it doesn't matter how does the assessment scoring or who facilitates coaching. The approach and what is emphasized will be the…
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