From the course: Quality Standards in Customer Service
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Standards for the service operation: Quality and value
From the course: Quality Standards in Customer Service
Standards for the service operation: Quality and value
- Establishing the right quality standards for your organization is essential to delivering efficient and effective service. Let's look at four quality standards that help you define what quality and value mean. Now, it's the quality of interactions that most of us think of when we refer to customer service; we're actually helping customers. What actually happens at that point of service delivery. This is where you can build relationships where your brand can really shine. It's also where you ensure that you're accomplishing what needs to happen internally, such as capturing required data and helpful customer insight. Most of the quality standards you establish for individuals will happen here. At the organizational level, the standard is customers receive service that meets or exceeds their expectations. Supporting metrics should include both internal quality scores and customer input from surveys. Next is…
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