Sometimes within an organization, there’s resistance to quality standards. Why is that? They’re a good thing, right? Dig a little deeper, and we’ve found there are several common misconceptions that can hamper their development and use. This video from my recent Lynda.com course “Quality Standards in Customer Service” summarizes these misconceptions and suggests how you can ensure everyone is comfortable, even excited, with your quality standards.
Addressing misconceptions from Quality Standards in Customer Service by Brad Cleveland