Quality Management - Brad Cleveland

The Cost of Recurring Problems

Mar 7, 2024 | Call Center, Contact Center, Customer Experience, Customer Service, Quality Management

I recently traveled to several countries in Asia, with different airlines involved. Somehow, the travel agency that helped me had my passport expiration date wrong by one digit. It resulted in hours of explanations to airlines and immigration officials. And it...

Building Trust and Empowerment with Customer-Focused Coaching

Jul 27, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Quality Management

Athletes often describe their best coaches as mentors and supporters that pushed them to be their best. Unfortunately, that’s not always the case with customer service coaching. Many employees face coaching with nervousness and...

5 Secrets to Quality Service

Dec 1, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Organization and Culture, Quality Management

I’ve seen organizations achieve every level of success. Some top their industry in customer loyalty, and they enjoy the strong business results that come with it. Others struggle as they face disruption or competition or lose internal focus on...

Great customer experiences happen by design

Nov 10, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, Quality Management

Customer-centric organizations spend proportionally more time designing processes and proportionally less time getting better at appeasing unhappy customers. They devote their attention to eliminating what makes customers unhappy in the first place. Of course,...

Quality standards that align with customer experience

Jun 21, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Quality Management

Dee Hock, founder and former CEO of the credit card system that became VISA International, once said, “Simple, clear purpose and principles give rise to complex and intelligent behavior. Complex rules and regulations give rise to simple and stupid behavior.” You’ll...

Want to improve customer service? Look at your processes

May 5, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, LinkedIn Learning, Quality Management

Customer service involves many variables. In this video, we’re going to look at customer service as a process. We’ll see where quality standards fit, and why improving processes is where you’ll make substantial progress. Your quality standards set...