Looking at your QA in a different way
This workshop will share key insights and best practise on how to ensure your Quality Assurance measures set your teams up for success. Helping your teams to support the achievement of good outcomes for customers.
£29.00 Plus Vat
This is an essential course especially relevant for Frontline Staff and those dealing with customers on a day to day basis. A practical, confidence building toolkit session with useful takeaways.
The customer service landscape and expectations of consumers have changed a lot over the past 5 years. Economic and global developments, that impact customer situations and circumstances, mean that Customer Service Agents are catering to differing needs and emotions of customers. They do all of this whilst doing their best to ensure they are achieving their performance measurements, including their quality results.
- Navigating the dynamic landscape of customer service?
- Striving to achieve a firm’s internal metrics and goals?
- Whilst maintaining regulatory compliance?
Most organisations will have a quality assurance framework or model to ensure that the products and services they deliver are meeting certain standards.
This 1-hour workshop, delivered by Jenna Birchall will share key insights and best practise on how to ensure your Quality Assurance measures set your teams up for success. Helping your teams to support the achievement of good outcomes for your customers.
We will cover:
- Ensuring quality assurance focusses on the right customer journeys for your organisation
- Criteria and processes for identifying, responding to and supporting vulnerable customers
- How to manage Customer Service Agent ‘failure’ to follow internal process vs actual outcome to customer, was it a good outcome for the customer, if so, should it be a pass or fail?
- How to drive the right behaviours of Customer Service Agents, Quality Checkers and Leaders.
Please note, this series of mini workshops will be delivered throughout 2025. Your staff can build up a fantastic portfolio of aids to use on a day to day basis as they attend our Mini Toolkit Workshops.
Book online here or email Deborah@createsolutions.co.uk or phone 0161 870 6637.
Zoom details will be sent in advance of the session. When you book online the Zoom details will be in your order confirmation.Â
