“Quality is what your customer says it is”

“Quality is what your customer says it is”
So what are you doing to listen to what your customers are telling you?
In many organizations the quest for quality service is of paramount importance. Regardless of whether we discuss call or contact quality, customer satisfaction (CSAT), the customer experience, the customer journey, or even Net Promoter Score (NPS), we know that by delivering quality and satisfying our customers’ needs will bring them back. Returning and repurchasing customers generate more revenues, have a higher lifetime value and are more likely to refer their friends and acquaintances to our organization.
So what are you doing to listen to what your customers are telling you?
We have worked with hundreds of companies and for many of them we have helped them design and implement quality and CSAT systems, processes and solutions that allow them to listen to their customers and act on what they hear. Customers can be a great prism through which we can see our company, services and policies through the eyes of the customer. This customer perspective can drive operational improvements, cost reductions, revenue increases and policy changes that support our desired customer experience, customer satisfaction and retention.
There can be a lot of dangers and challenges encountered when designing and implementing an internal quality ecosystem. How do you ensure that the assessments are fair, consistent and free of bias? How do you ensure that the metrics and measures developed support the brand and expected customer experience? How do you create a system that supports learning, progress and personal growth rather than a crime and punishment environment?
Some organizations have employed Taylor Reach to help them answer these and many other related questions, in developing or overhauling their internal quality systems. Other firms have asked us to undertake the execution, operation and management of their quality programs. In the latter case we employ our professional and experienced call center and customer care experts to assess and score call and multi-channel contacts against pre-determined criteria and methodologies. We handle up to 100% of all scoring, provide coaching guidance and produce all reports.
Still other clients have moved away from a traditional internal quality approach to a customer defined quality model, remember, “Quality is what your customer says it is”. In this scenario we have helped to develop a survey approach that can assess CSAT, NPS and FCR (First Contact Resolution) at the enterprise, center and even agent level. We have completed customer defined quality work both as consultants; helping the client to build and operate this approach, and as service providers where we manage and look after all elements of the data gathering, analysis and reporting.
If you are unsure as to how well your current approach to quality and CSAT is working, or if you would like to improve objectivity and customer centricity by outsourcing the execution of these activities, we would like to speak with you. We will listen to how you approach quality and candidly give you our thoughts and comments on your approach and methodology, for free. We can provide you with a proposal to redevelop your internal quality program or to outsource those activities to Taylor Reach. We will help you improve the effectiveness and utility of your quality program, guaranteed and we may even reduce your costs to operate your quality program.
Please give me a call at 416-276-9068 and we can chat or send me an email and we can set up a time to speak.
Click on this link for more information on our Quality Services.
Your may also find these quality articles of interest.
Customer Satisfaction – A How to Guide
Why Most Call Center Customer Service is So Bad?
Why the Quality Listening program Should Not be a Performance Review
Thank you for taking the time to read this note. I hope that you have found the time investment interesting and worthwhile.

One thought on ““Quality is what your customer says it is”

  1. John Rogers says:

    I completely agree with everything you said in your post. While you may beg to differ with what your customer says, your customer is always right. If you want to retain customers and spread positive word of mouth, your customers define what quality is. It’s just a matter of life in the business world. Because of this, companies need to do everything they can to ensure that their customers remain happy, which includes hiring call centers customer service to handle calls when someone in your office cannot. If you don’t listen to what your customers want, your business will not succeed, so this is the first matter of discussion when working to improve your business. Finding a call center that strives to listen to customers and comprehend what they need is crucial.

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