Define customer service quality for your company
Collect data from the following sources:
- Your company and team values.
- Your customer service vision or philosophy.
- Existing CSAT and NPS comments that focus on positive or negative customer service interactions.
- Reviews of your product or service that mention customer service.
- Examples of excellent customer service your team has delivered in the past, as well as service failure.
Your data will likely reveal some common themes that can answer what great customer service looks like. This will form the basis of your customer service quality rubric.
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Similar ideas to Define customer service quality for your company
Create a customer service quality rubric
A rubric is a list of criteria that you can measure a customer service answer against.
A rubric might include these areas:
- Voice, tone, and brand: Does the answer feel like it comes from our company?
- Knowledge and ac...
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