Interview with customers to find out customers’ needs. Investigate the customer service gaps to improve the customer’s satisfaction. Use the customer compliant form to identify the performance gaps and improve the customer performance. d. Assisting team members to improve customer service
The management provides the training, coaching and mentoring support, financial support as well as the Facilities and equipment needed to all the customer service team members. e. Assisting other internal customers of customer service team The management provides the guideline to other business employees to help the customer service team to provide better service like technical support of the products. The management encourage all the business employees to create strong team works and coordinating with each other in providing the better customer service. F. Customer retention Try all the business promotion to keep all the customers like membership, discount sales, bonus and create extra values to customers by high quality customer service g. Sales Increase sales by Following practices: Providing high quality products and services, interactive customer communication, providing very competitive prices, easy access place to shopping (online shopping) and providing promotion in latest technology like social media marketing. h. Ability to handle complaints Improve the customer service employees’ skills and knowledge, communication skills, negotiation skills and the compliance of the business customer’s complaint rules and regulations i. Ability to record and store customer information Create a form of record customer information and systematically keeping such as using intranet server in the company. Customer personal information must be stored and protected by a restricted password. The management department determines who is allowed to access this information and provide password. j. Customer Satisfaction Surveys, collection and data analysis must be done on a regular basis. Customer satisfaction level must be the same or exceed the that the management sets each year. Plan or Procedure for monitoring team member's performance against KPI a. Decide what to monitor Determine the most important factors in the organisation such as : Expenses, Quality, Sales, Productivity, Customer Satisfaction, Employee Engagement b. Determine how to measure performance Performance can be measured by response time and number of concurrent users. c. Analyse results The management will be in charge in analysing the process and results and from this they will be able to identify the areas that needs improvement.
- Three '17
- Innovative Widgets, quality customer service