Improving how support is delivered.
WHAT QUALITY REVIEW IS
Reading a sample of interactions and assessing them.
WHAT TO ASSESS
Was the problem understood Was it resolved Was the explanation clear Was the tone appropriate Was the process followed
WHAT NOT TO ASSESS
Speed, alone.
HOW MANY TO REVIEW
A small consistent sample, regularly.
WHY REGULARLY
Occasional intensive reviews feel like audits; regular light ones feel like coaching.
WHAT TO DO WITH FINDINGS
Discuss them individually, with examples.
WHAT TO AVOID
Scores with no explanation Reviews used only when something goes wrong
WHAT TO SHARE WITH THE TEAM
Anonymised good examples.
WHY
It teaches faster than rules.
WHAT TO TRAIN ON
Product changes Recurring mistakes Handling difficult situations
WHAT TO PRACTISE
Difficult conversations, deliberately.
WHY
Under pressure people revert to what they have practised.
WHAT TO REVIEW AFTER ANY SERIOUS COMPLAINT
What in the process allowed it.
WHY THE PROCESS
Blaming individuals produces concealment.
WHAT TO MEASURE
Whether review changes outcomes.
