From the course: Quality Standards in Customer Service
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Addressing misconceptions
From the course: Quality Standards in Customer Service
Addressing misconceptions
- Sometimes within an organization, there's resistance to quality standards. Why is that? They're a good thing, right? Well, dig a little deeper, and I've found there are several common misconceptions that can hamper their development and use. I'll summarize two of the most common here and suggest how you can ensure everyone's comfortable, even excited with your quality standards initiative. So let's dive in. One common misconception is that quality standards are overly rigid and scripted. We probably all had robotic conversations with customer service representatives at times. This usually stems from believing that quality standards are scripts. You're told exactly how to say or do something. Here it's important to remember standards should be based on your customer's expectations and the guidelines you establish to meet them. Florida-based Chewy.com is a fast-growing online retailer of pet supplies. Chewy's guided…
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