Standards for the Service Operation: Quality and Value
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...
Root Cause Analysis in Customer Service
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...
A Strategic Framework for Managing Customer Feedback
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...
Improving Quality and Performance in Customer Experience
Today’s generation of quality, performance, and customer experience initiatives is building on a rich history. Naturally, new ideas and methods will follow. But some core themes have emerged from these management advances—principles that are guiding current...