From the course: Quality Standards in Customer Service
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Measures and scores
From the course: Quality Standards in Customer Service
Measures and scores
- Why is it that professional sports teams put so much focus on tracking statistics? They want to get better. They want to see trends and identify areas where they can make improvements. The same thing goes for quality standards. You may want to measure how things are going so that you can identify areas where your employees and your team can improve. Here we'll look at some alternatives and I'll offer some cautions to keep in mind as you interpret results. Now, when you're assessing quality, I recommend that at a minimum you get input from both customers through surveys and internally through service observations. The quantitative input you get from customer surveys will depend on the type of survey you use. Most customer satisfaction surveys are based on a five-point scale, five being very satisfied. Customer effort's an alternative and it's usually based on a seven-point scale. A seven means the issue is very easy…
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