Customer Service - Brad Cleveland

Principle #3: The Process Is Where the Leverage Is

Jan 6, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Quality Management

The third principle in this series, Improving Quality and Performance in Customer Experience, focuses our attention on the bigger picture – the processes within an organization. A process is a “system of causes.” (Note: in the context of quality and process...

Standards for the Service Operation: Quality and Value

Dec 30, 2020 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Quality Management

Establishing the right quality standards for your organization is essential to delivering efficient and effective service. In my LinkedIn Learning course “Quality Standards in Customer Service,” I outline four quality standards that can help you define...

Principle #2: Quality and Access to Service Work Together

Dec 18, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Quality Management

In customer experience, when service is required, quality of service and access to it are inextricably associated with, and complementary to, each other. Accessibility is an enabler. When customers wait too long, they will often verbalize their criticisms when they...

Root Cause Analysis in Customer Service

Dec 10, 2020 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Quality Management, Workforce Management

When you encounter a problematic aspect of service or customer experience, the first step is to identify root causes. Typically, several possibilities surface and they all seem plausible. How can you determine which root cause deserves your attention? In this video, I...

Principle #1: Quality Must Be Based on Customer Needs and Expectations

Dec 3, 2020 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Quality Management

The need to identify and address customer expectations stems from a widely accepted principle: improvements in customer experience lead to increased customer loyalty, better business results and a stronger brand reputation. Consider the old adage about building the...

A Strategic Framework for Managing Customer Feedback

Nov 24, 2020 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Whether your organization’s a print shop with three employees, a government agency with 3,000, or a multinational company with 300,000, six steps are required to manage customer feedback. Together, these steps make up a powerful approach that can drive...