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IGTC01CS - Quality Standards in Customer Service (EN)
01 - Introduction
01 - Quality matters in customer service (1:07)
02 - 1. Principles of Quality Standards for Customer Service
01 - Defining quality in customer service (3:27)
02 - Customer expectations of service delivery (3:19)
03 - Ensuring your quality standards are effective (3:16)
04 - Addressing misconceptions (3:19)
03 - 2. Quality Standards for Individual Performance
01 - Effective standards for individuals (2:51)
02 - Two types of standards (3:11)
03 - Surveys and service observation (3:29)
04 - Measures and scores (3:13)
05 - Calibration (3:14)
06 - Effective coaching (3:23)
04 - 3. Quality Standards for the Service Organization
01 - The customer service process (3:20)
02 - Standards for the service operation The enablers (3:25)
03 - Standards for the service operation Quality and value (3:40)
04 - Establishing a key performance indicator (3:22)
05 - Secrets to quality service (3:06)
05 - Conclusion
01 - Applying quality standards (1:32)
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01 - Quality matters in customer service
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