From the course: Quality Standards in Customer Service
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Secrets to quality service
From the course: Quality Standards in Customer Service
Secrets to quality service
- I've seen organizations achieve every level of success. Some top their industry in customer loyalty, and they enjoy the strong business results that come with it. Others struggle as they face disruption or competition or lose internal focus on customers, and I've seen a wide variety of quality standards at work. Generally speaking, organizations that achieve great results have them. They use them, and organizations that struggle don't, but there are exceptions. I sometimes see beautifully written quality standards in struggling organizations. The standards don't seem to have much effect. So what are the factors involved? There are five that rise above all others. We provided a worksheet in the exercise files that enables you to rate where you are on each of these five. First, the standards can't be developed in isolation. This needs to be a collaborative effort that involves your team. It's how the standards are understood and used that really counts. Second, standards need…
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