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Quality Standards in Customer Service

سرفصل های دوره

Customer service strategy can mean many different things. Quality standards ensure your team provides a consistent level of service—and customers receive a consistent level of care. This pays off in improved loyalty, increased revenue, and better employee engagement. Whether you’re leading a dedicated customer service team, a small business, or a large contact center, this course provides the practical know-how and real-life examples you need to establish quality standards and get the most out of your customer service initiatives. Brad Cleveland divides the lessons into three sections, covering quality and customer service definitions, quality standards for individuals, and quality standards for the overall organization. Along the way, he shows how to implement a process, measure progress, and effectively coach employees, so that your entire team performs at its very best.


01 - Introduction
  • 01 - Quality matters in customer service

  • 02 - 1. Principles of Quality Standards for Customer Service
  • 01 - Defining quality in customer service
  • 02 - Customer expectations of service delivery
  • 03 - Ensuring your quality standards are effective
  • 04 - Addressing misconceptions

  • 03 - 2. Quality Standards for Individual Performance
  • 01 - Effective standards for individuals
  • 02 - Two types of standards
  • 03 - Surveys and service observation
  • 04 - Measures and scores
  • 05 - Calibration
  • 06 - Effective coaching

  • 04 - 3. Quality Standards for the Service Organization
  • 01 - The customer service process
  • 02 - Standards for the service operation The enablers
  • 03 - Standards for the service operation Quality and value
  • 04 - Establishing a key performance indicator
  • 05 - Secrets to quality service

  • 05 - Conclusion
  • 01 - Applying quality standards
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