Quality Standards in Customer Service

Offered By: LinkedIn Learning

Tags

Customer Service Courses Coaching Courses Key Performance Indicators Courses Surveys Courses Performance Improvement Courses

Course Description

Overview

Learn how to establish quality standards to improve the performance of your customer service team.

Syllabus

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

Taught by

Brad Cleveland

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