Marking Guide - Task 3 (1) - Marking Guide Task 3...

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Marking Guide Task 3 Assessment Task 3: Monitor and Improve Customer Service Outcomes Did the student: Satisfactory Yes No Submit: a set of KPIs for customer service team members and a plan or procedure for monitoring team members’ performance a questionnaire to gather customer feedback a report containing recommendations for improvement of customer service? Submit all materials within the required timeframe?
Performance indicators Did the student: Satisfactory Yes No Develop KPIs that address the customer and business needs? For example, set targets that improve team performance from information provided to the student from the assessor (in assessment instruction. Targets could address (but are not limited to): reducing the processing errors from current 40% error rate ensure complex complaints are appropriately escalated storage of customer information reducing on-hold time from current 12 minute average reducing sales target shortfall.

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