From the course: Quality Standards in Customer Service
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Defining quality in customer service
From the course: Quality Standards in Customer Service
Defining quality in customer service
- We probably all use the term quality in a general sense. I need some quality sports headphones, or their team is very focused on quality. What we really mean is, high quality or exceptional quality. But what does quality mean in customer service, what are standards and where do they come from? Let's explore answers to those questions here. Quality is quite simply the attributes or characteristics of a product or service. So to define what great quality means, we need a point of reference. That's where standards come in. Standards refer to the requirements or specifications established for customer service. Put simply, they're established guidelines for your customer service. They help you navigate what needs to happen consistently with your customers, and ultimately help you to find what great quality looks like. There are three things you'll want to consider when establishing quality standards. One is customer expectations. With service, unlike manufacturing, there's no tangible…
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