Learn how to establish quality standards to improve the performance of your customer service team.
n how to improve the quality of customer service. When you focus on quality, you begin to see the positive impact on customer loyalty, revenue, and employee engagement to name a few. But how do you define, measure, and improve quality in environments characterized by constant change and so many variables? In this course, you'll learn how to establish the right quality standards and I'll share lots of examples of how to use them to help your entire team perform better. My name is Brad Cleveland. Through different seasons, I've worked at every level of an organization from entry level guy to the team leader and manager to president and CEO. I've made mistakes and I've seen what works. And today I'm an advisor to organizations big and small, private and government, some successful well and loved brands, and others that struggled and were able to turn things around. I've observed just how important quality standards are to success. Join me on LinkedIn Learning. We'll go over quality standards and equip you and your team to perform at your very best.
- Defining quality in customer service
- Identifying customer expectations
- Quality standards for individuals
- Measuring and scoring individual performance
- Coaching individuals
- Quality standards for the organization
- Establishing key performance indicators (KPIs)