Quality standards come to life when they guide behavior and enable us to deliver consistent high-quality service. Calibration is an important tool for ensuring consistency in interpreting performance. It also makes coaching far easier. It allows the coaching process to focus on achievements and improvement, rather than concerns around whether scores are accurate or fair. Coaching’s not a prescription for poring over scores per se, it’s much more. The best coaches build relationships of trust, respect, and accountability. They help clarify goals. They serve as role models.
Consider how you can improve your quality program in the video Calibration and Coaching from my Lynda.com course Quality Standards in Customer Service. If you enjoy this video, check out the entire course.