Quality Standards in Customer Service [2016]

Introduction

• Quality matters in customer service

1. Principles of Quality Standards for Customer Service

• Defining quality in customer service
• Customer expectations of service delivery
• Ensuring your quality standards are effective
• Addressing misconceptions

2. Quality Standards for Individual Performance

• Effective standards for individuals
• Two types of standards
• Surveys and service observation
• Measures and scores
• Calibration
• Effective coaching

3. Quality Standards for the Service Organization

• The customer service process
• Standards for the service operation: The enablers
• Standards for the service operation: Quality and value
• Establishing a key performance indicator
• Secrets to quality service

Conclusion

• Applying quality standards