- Welcome
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Getting started 2 min
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About this course 2 min
- Episode 1: Who should do conversation reviews?
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1.1: QA specialist reviews & manager reviews 4 min
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1.2: Self-reviews & peer reviews 4 min
- Episode 2: How many conversations should you review?
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2.1: Guidelines 4 min
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2.2: Examples 5 min
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2.3: Midpoint check 5 min
- Episode 3: What categories to use?
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3.1: Category options 5 min
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3.2: Category settings 4 min
- Episode 4: Which rating scale to use?
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4.1: The binary and three-point scale 3 min
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4.2: Four, five, 7- and 11-point scales 4 min
- Episode 5: Calibration sessions
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5.1: Three approaches 5 min
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5.2: Goals, frequencies and results 5 min
- Episode 6: How to communicate to the team
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6.1: Pre-launch 7 min
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6.2: Post-launch 9 min
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6.3: Closing check 6 min
- Wrap up
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Course summary 5 min
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Share your feedback 5 min
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Congratulations 1 min
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Setting up the perfect customer service review program
Unlock the secrets to exceptional customer service! Here, you'll master the art of conversation reviews to elevate your support team's performance.
Welcome to your ultimate guide to building a top-notch customer service review program. This comprehensive series walks you through everything from selecting the right reviewers and setting conversation review targets to choosing effective categories and rating scales. Each episode combines expert advice with practical examples, ensuring you can implement proven strategies and enhance your quality assurance processes. Whether you're a QA specialist, customer service manager, or support team member, this course equips you with the tools and knowledge to deliver outstanding support and drive continual improvement. Join us and transform your customer interactions into perfect experiences!
Learning objectives
By the end of this course, learners will be able to:
- Identify the roles and responsibilities of QA specialists, managers, support reps, and peers in conversation reviews.
- Explain the benefits and limitations of different review types.
- Describe the guidelines for conducting effective conversation reviews by various reviewers.
- Determine the appropriate number of conversations to review based on organizational needs and resources.
- Apply practical examples to set realistic conversation review targets.
- Identify how to prioritize conversations for review to maximize the effectiveness of the program.
- Select appropriate categories for conversation reviews that align with company priorities and support goals.
- Explain how to configure categories effectively, including setting weights and marking critical categories.
- Identify how to utilize root cause analysis for identifying areas for improvement.
- Understand the advantages and limitations of different rating scales (binary, three-point, four-point, etc.).
- Select a rating scale that aligns with team size, feedback handling capabilities, and QA goals.
- Describe the importance of using clear grading guidelines and regular calibration sessions to ensure consistent scoring.
- Explain various approaches to calibration sessions to ensure consistent and fair grading.
- Set clear objectives for calibration sessions to guide discussions and maintain focus.
- Identify how to utilize the results of calibration sessions to adjust scoring, improve processes, and keep scorecards accurate.
- Develop a pre-launch communication plan to ensure team buy-in and readiness.
- Identify effective post-launch communication strategies to maintain the quality and performance of the review program.
- Recognize tools like regular 1:1s, reporting, leaderboards, and newsletters to keep the team engaged and informed.
Audience
QA Specialists, Customer Service Managers, Support Team Members, Training and Development Professionals
Prerequisites
None recommended.