From the course: Quality Standards in Customer Service
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The customer service process
From the course: Quality Standards in Customer Service
The customer service process
- Customer service involves many variables and components. If you're in customer service, you know that well. And it's an evolving process, and that can leave you wondering, well, where do quality standards fit? Here, we're going to look at customer service as a process. We'll see where quality standards fit, and why improving processes is where you'll really make substantial progress. But what do I mean by process? In quality terminology, a process is a system of causes. System of causes sounds kind of a fancy term, it really just means there is a bunch of stuff going on, a lot involved. Consider the components involved in customer service. There are customers of course and employees, systems, policies, and other variables. And there's a more detailed layer of components within each. For customers for example, there is their knowledge and their expectations, their communication ability, even their mood, and others. Any specific function within customer service, taking orders or…
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