Don’t get lost in data! Focus on these 7 Customer Service Metrics
In customer service, we can generate endless reports, often leading to scattered customer service metrics. It can be difficult to focus on the right areas that will build a foundation for consistent and improved service. This video breaks down the seven essential...
The Customer’s Perception of Service
Service quality is defined in terms of the customer’s perception of how well your services meet his or her expectations. Simple, right? But wait, aren’t expectations always changing? What do customers expect? The good news is identifying customer...
“Live” these 5 principles to create a culture of employee engagement.
What do successful organizations with high employee engagement have in common? I’ve observed some principles that, without fail, are at work—vision, values, communication, collaboration, and others. The key is to “live them”—not just give them lip service. 1....
Is your definition of quality service delivery too narrow?
Establishing the right standards for quality service delivery is essential to efficient and effective service. But many focus their quality efforts solely on customer interactions. In this video, from my LinkedIn Learning course “Quality Standards in Customer...