From the course: Quality Standards in Customer Service
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Two types of standards
From the course: Quality Standards in Customer Service
Two types of standards
- Aren't there a million and one nuances you could focus on when establishing quality standards for employees to follow? Yeah, of course. So how do you even get started? Let's make this easy and effective. A proven way to establish quality standards for individuals is to categorize them as either foundation or finesse. Foundation standards measure whether something was done. They're objective and consistent and accomplished the same way by every person. They can be assessed with a simple yes or no. For example, the employee verifies the required information, enters data correctly, codes the interaction correctly. Consistency improves very quickly when you get foundation criteria in place. Think of piloting an aircraft. While flying might seem to be a matter of finesse, it's largely based on foundation criteria. Are you at the right air speed, the right altitude? Going through the checklist to ensure the landing gear…
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