Being Proactive: Setting Expectations & Measuring Quality
This class, delivered by American Maid founder/owner Liz Trotter, covers how you can get better at defining and setting expectations before the first service is ever delivered but especially how to create and implement a quality measurement (customer feedback) program so that you can nip complaints-in-waiting.
One of the toughest kinds of change in any service business is the "sudden" loss of a customer, especially when they've never complained and don't give you a very focused reason for cancelling. We all know that setting clear expectations up front and reminding customers of what they're really paying for is important, but measuring quality can't be one-sided (coming from you). Keeping tabs on quality requires good communication from your customers.
- Why be Proactive in Your Customer Service
- How Do You Do It?
- Requiring Feedback
- Service Excellence Program overview: a post-service email rating system
- Alternatives to Post-service Email Ratings
- Class Video (duration 57:13)
- Class PPT Slides
- AMCLLC (Liz Trotter's) Service Excellence Program: instructions, forms, and tracking calculator
This class (or business topic) was originally presented live as one piece of the comprehensive Foundations of Success program. Business coaches/consultants Derek Christian, Tom Stewart and Liz Trotter are now making all 22 classes of the program available through Foundations Fast Track. And you can purchase the full program (all 22 classes at once) for only $2549!
Class video recordings may reference specific dates and event, the previous class or the next class, a private Foundations Facebook group and/or the eLearning platform www.SchoolOfCleaning.com. These details and access points are not included in any Foundations Fast Track purchase.