I know what just crossed your mind, Quality Assurance is needed for manufacturing and technology but not customer relationship management, right? Nope. Quality assurance is paramount in every industry. QA plays a key role in the success of a company.
“For a service organization, quality control of employee attitude and performance is pretty much the equivalent of product quality control for a manufacturer.”
- G. M. Hostage of Marriott
Quality assurance helps make sure people see you at your best. Errors in customer service and sales can have far-reaching effects on your business. Gone are the days where one mistake stays with just one customer. Now, the whole world is watching. With social media, online reviews, and a broader platform on your performance, a few hours can be sufficient to spread the word on good quality… or bad. Quality assurance must be maintained to keep your reputation intact.
#1 Quality Assurance Maintains Your Brand and Reputation
Quality Assurance will help you maintain a consistent image. If your image is constantly changing, the changes create trust issues with customers. Clients unsatisfied or doubtful about your services or product have plenty of competition where they can take their business. You must ensure your associations with clients are positive and your brand and reputation are consistent.
#2 Quality Assurance Is a Great Planning and Execution Tool
Quality Assurance tracking and reporting can provide you with real-world data on your team’s processes. It can help you gain a clear, step-by-step idea on how efficient they are. You can easily analyze where a team member is perfect at his job or messes up.
nalytics help you invest in training and resources where it is needed most, which ultimately creates better quality and more focused training and coaching program for your staff. With reliable data, your goals and training can be more realistic and efficient. You can also do damage control if a project runs off the rail.
#3 Better Understand Your Customer Needs
Knowing your customer’s needs should not be made based on gut feelings or intuitions. Quality Assurance helps you get the facts right. Instead of under-promising and over-delivering, assure the quality of your services and products based on what the customer actually says they need.
Take the time to set standards and expectations in client interactions, based on the individual customer and their situation, then control the quality. Ya, planning, training, and following up takes effort, but cutting corners offer temporary benefits but the long-term effects can be devastating to your company and your bottom line.
“Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction, and skillful execution; it represents the wise choice of many alternatives.”
- William A. Foster
Good quality assurance is like peanut butter for your jelly. If you commit to a continuous effort on the quality of your processes, identify mistakes and adjust you will ensure a high standard for all company interactions. Your bottom line will thank you for it.