From the course: Quality Standards in Customer Service
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Standards for the service operation: The enablers
From the course: Quality Standards in Customer Service
Standards for the service operation: The enablers
- Some managers assume that quality standards are primarily for individuals, those actually delivering the service. But don't miss half the fun and half the value. Establish the right quality standards for your organization, and you'll see great things happen. Here, we'll talk about what I call the enablers, those aspects of customer service that ensure you have the right people and resources available at the right times. The first important enabler is anticipating customer workload, which includes how many customers you'll be serving and the time required for those interactions. If you don't have an accurate prediction of the customers you'll be serving, it's going to be very difficult to deliver high-quality service, and that's true for any kind of operation, from a small grocery store to a large technical support center. So, the standard for the service operation would be an accurate workload forecast, down to an hour or even half hour, or maybe even less, because workload varies…
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