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Quality Standards in Customer Service [2016]

via LinkedIn Learning

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Overview

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Learn how to establish quality standards in customer service, and improve loyalty, revenue, customer satisfaction, and employee engagement.

Syllabus

Introduction
  • Welcome
  • What you need to know before watching this course
1. Principles of Quality Standards for Customer Service
  • Defining quality in customer service
  • Customer expectations of service delivery
  • Ensuring quality standards count
  • Addressing misconceptions
2. Quality Standards for Individual Performance
  • Effective standards for individuals
  • Two types of standards
  • Surveys and measurement
  • Calibration and coaching
3. Quality Standards for the Service Organization
  • The customer service process
  • Quality standards for the service operation
  • Establishing an overall objective
  • Secrets to quality service
Conclusion
  • Next steps

Taught by

Brad Cleveland

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