Two types of quality standards for employees
Aren’t there a million and one nuances you could focus on when establishing quality standards for customer service employees? So how do you even get started? Here is an easy, yet effective, approach. A proven way to establish quality standards for individuals is...
Principle #7: Skills, Knowledge and Leadership Make the Difference
What’s the real secret to improving performance? Build the skills, knowledge and leadership in your team to make it all happen. That, along with the right culture and focus, is the secret sauce. Organizations are made up of people with myriad personalities,...
Principle #6: Improvements Must Be Ongoing
You face many choices when deciding where and how to improve the customer experience. And possibilities multiply when analyzing customer data from sources that range from social media posts to surveys to operational metrics. Which issues do you tackle first? Here are...
Principle #4: Fix Root Causes to Make Lasting Improvements
Have you ever been part of this conversation: “I thought we fixed that problem! Why are talking about it again?” Chances are, a symptom was addressed, at least temporarily, but the root cause was not fully identified and resolved. Your proof that a problem has been...