From the course: Managing a Customer Service Team
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Balancing speed and quality
From the course: Managing a Customer Service Team
Balancing speed and quality
- Many customer service employees have two diametrically opposed goals. They're asked to maximize both speed and quality when it comes to serving customers. Call center employees try to solve problems on the first call, while keeping the average length of their call as short as possible. Restaurant servers try to make every guest feel welcome, while serving the needs of multiple tables. Retail employees try to spend time helping each customer, while serving long lines of people who need assistance. Employees often struggle to find the right balance in these situations. Let me give you an example. Take a moment to download the Numbers Game worksheet. Press pause on this video so you can print it out. Once you have it in front of you and a pen at the ready, press play once again. Okay, here's the challenge. When I say go, see if you can connect all the numbers in order, starting at one, and working on up. I'll give you…
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