From the course: Managing a Customer Service Team

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Improving service quality

Improving service quality

From the course: Managing a Customer Service Team

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Improving service quality

- Improving service quality is a critical mission for every customer service leader. In this video, I'm going to walk you through a three step process for solving problems, and elevating customer service. The first step is to identify the gap between existing and desired performance. In order to improve service, we need to clearly identify where we want to be, and compare it to where we are now. For example, let's imagine a chain of health care clinics that has recently received a lot of complaints from patients, who feel they had to wait too long to see the doctor. It's not enough to say, "We need to get better," or, "We want to reduce complaints." That's too general. We need to define the problem more specifically. Here's what our gap identification might look like. Let's say we look at our voice of customer data and notice that 25% of patient complaints are related to long wait times. That's our existing performance.…

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