From the course: Quality Standards in Customer Service
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Ensuring your quality standards are effective
From the course: Quality Standards in Customer Service
Ensuring your quality standards are effective
- Can you have too much of a good thing? Well that can certainly be true with quality standards. If you have way too many, your team will become numb to them. My recommendation is to establish as many quality standards as you need, but as few as possible. Let's identify four important steps you can take to minimize the number of quality standards you need, and ensure that those you have really make a difference. One important step is have a clear vision, mission, and values. When everyone on your team understands your organization's direction and values, there won't be the need to spell out every aspect of customer service through quality standards. Dee Hock, former CEO of Visa International once said, simple clear purpose and principles give rise to complex and intelligent behavior. Complex rules and regulations give rise to simple and stupid behavior. Well that's one way to put it, and you could say the same of quality standards. If they're too complex or too numerous, they won't…
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