Salesperson Customer and Supplier Communication Analysts Customer Service Agent

Salesperson customer and supplier communication

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Salesperson-Customer and Supplier Communication Analysts-Customer Service Agent-Team Leaders-Online Sales AgentNumber of dismissesThis KPI will be kept as it is, but we will add a new one:-Employee satisfaction levelResults to be monitored and analysed every fortnight-Salesperson-Customer and Supplier Communication Analysts-Customer Service Agent-Team Leaders-Online Sales AgentStaff turnover rateThis KPI will be kept as it is, but we will add new ones:-360-Degree Feedback Score-Number of dismisses-Staff attrition rates-Number of internal conflicts360-Degree Feedback Score will be measured every Customer Service, Assessment No.1 v2.0 Last updated on 12/11/2019 by MMPage 42
T-1.8.1_v3six months; while Number of dismisses will be measured on a monthly basis.-Salesperson-Customer and Supplier Communication Analysts-Customer Service Agent-Team Leaders-Online Sales AgentStore’s overall sales- Sales per team-Sales per employee-Customer Satisfaction-Customer Retention-Gross and Net ProfitResults to be monitored and analysed every monthFill out the Performance Outcome and TNA form while conducting the meeting (role-play)Performance Meeting Outcome and Training Needs Analysis (TNA) formEMPLOYEE NAMES: Samuel and SophiePOSITIONS: Customer and Supplier Communication AnalystsTNA DONE BY: Patrícia SodeyamaMajor tasks of position: liaise and negotiate with suppliersAssistance/ Training/ skills development required? SimIf yes, identify what is needed: Time management and negotiating skillsHow will this be achieved urgently? Internal training to be performed this Wednesdayfrom 9am to 2pm at meeting room 1. HR Manager Robert and Sales Manager Monica willperform the training session together.Provide your personal feedback on their performance and suggest what will bedone to ensure mentoring and coaching for their improvement:Samuel and Sophie failed to manage their time efficiently and therefore left work undonefor more than a week without seeking any help. I’m not sure they paid fully attention tomy pitch, when I mentioned that any issues should be addressed to me as soon aspossible. I’m disappointed at them. They put the whole order delivery in danger becauseof their failure in negotiating with suppliers and also made other clients very dissatisfied.Customer Service, Assessment No.1 v2.0 Last updated on 12/11/2019 by MMPage 43
T-1.8.1_v3Signed by:Patrícia Sodeyama (Senior Customer Service Manager)Staff Members:Samuel, Sophie (Customer and Supplier Communication Analysts). Date:15/05/2020TASK 3: MONITOR, ADJUST AND REVIEW CUSTOMER SERVICEBased on your previous tasks you will monitor, adjust and review customer service in TASK 3. More importantly you will develop and use various strategies to monitor progress, use recourses and obtain customer feedback on your customer service. You will also make decisions to overcome problems and manage recordkeeping in this task.

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