Provide Quality Control for Products and Services
This scenario describes one method of putting quality control standards into effect, communicating them, and following up.
The concert hall has established a customer-service standards policy on which all employees have been trained during orientation. The policy is available both manually and electronically at each workstation. One of the standards concerns answering the telephone within two rings. The policy also states that when call volumes are high, the call should be answered within two rings and the customer should be advised of the high volume and asked if he/she can hold. After receiving an affirmative answer, the customer is then put on hold.
There have been a number of concerts and other events in the city, increasing the number of last-minute ticket sales on the weekend so the reservation office has been flooded with calls. The existing staff is having difficulty answering all the calls and the phone rings four to five times before being answered.