To provide the highest quality of customer revive this will consists of: 0 Empathy Respond to Clients as Soon as Possible Keep Clients updated Go the Extra Male Listen to your clients Keep your promises Be patient Put your self in their shoes The skills list skills listed above may come naturally to some people, how ever many others need to be trained or improve on these skills. In this report you will find; A set of Key Performance Indicators for Innovative Widgets customer service representative A plan or procedure for monitoring team members’ performance again Kips A questionnaire to collect customer feedback related to Kips
Analysis of performance data and customer feedback Recommendations for organization wide customer service improvements Key Performance Indicator No matter what organization or industry you work in Kips will be used as a tool to measure whether an employee’s, team’s or business unit’s agreed performance goals or results in targets have been achieved or met. Below, is a table of a Kips, that will requirements identified. Kips – Innovative Widgets Below Average Engagement demonstrated by customer service staff Flexibility demonstrated by the service provider Time taken to answer alls or fulfill quote requests.
Call Resolution Average Handle Time Call Abandon Rate Call back time/Follow Up if a call overflows to an answering service Kips- Customer Service Team Average Above Average Procedure for monitoring key performance indicators Setting goals and objectives is an imperative part of business, as it allows Innovative Widgets and it’s employees to gain insight and adopt the Innovative Widgets mission and vision. Setting clear and concise work/team/personal goals allows this vision to be implemented into action. It is Imperative to ensure that the goals and objectives are:
Specific: All objectives will be clear and detailed as possible so that all employees have a clear understanding of what is to be accomplished Measurable: All objectives will be perceptible and/or able to be calculated and recorded Achievable: All objectives should be set to realistic terms of what can be physically achieved Realistic: Innovative Widgets will provide resources and time for all employees to be able to achieve the objectives set out for them Monitoring the progress of identified goals and objectives is an imperative part of business.
Monitoring enables Innovative Widgets to determine: The progress of each goal Identify areas of strength and weakness Make any necessary adjustments Evaluate the success of the results and achievements. Monitoring the performance of the business will enable Innovative Widgets to compare the business achievements with the initial set out goals, and targets. Some examples of performance measures include; Key performance indicators (Kepi’s): Are used as a measurable value to establish how competent the company is achieving key business objectives.
Innovative widgets use’s Kips at multiple levels to evaluate their success at reaching targets. Mystery shopper: A mystery shopper plays the role of a buying customer. The employees may be unaware of who the mystery shopper is. Using a mystery shopper is a great way for Innovative Widgets to gain direct observation to monitor the level of customer service performance. To avoid ethical issues, informed consent for these monitoring practices should be put into place Customer feedback: While often not applying to individuals may be taken into consideration when determining performance on a team level.
Balanced score cards: Balanced scorecards are used to record individual Kips and re provided to employees at the commencement of the performance period to explain what they must achieve and what is expected of the individual. The balanced score card will consist of how it will can be referred to throughout the performance period to ensure that efforts are focused in the areas that have been identified as delivering the most benefit to the organization. Questionnaire Customer questionnaire are the most commonly used method of directly accessing customer information.
Dear Customer: I would like to take the opportunity to thank you for continuing your highly valued equines with us at Innovative Widgets. Please help us continue to give you the highest quality customer service experience by talking a couple of minutes to tell us about the service that you have received so far. To thank you for taking the time to complete the survey I have attached a coupon good for 10% off your next purchase. Kind Regards, Jamaican Buttonholer Manager of customer service Innovative Widgets Question: In your most recent contact with our customer service team, what was your first point of contact with our representative?
Did you find that you where provided with adequate information to resolve your enquiry? Service team via telephone, approximately what was the wait time until you spoke with a representative? Service team how would you rate your overall experience? Please circle In your most recent experience with our customer service team how quickly was your enquiry attended to? Please circle Answer: egg. Phone, email, website. 2. 3. Below average Very quickly Quickly Not quick at all Recommendations After careful considerations within Innovative Widgets it’s staff, the following recommendations have been determined: 1 .
Training: Training will be provided for all employees to gain more knowledge and improve on the skills that the staff already have. 2. Adaptability. Every client is different from the next, and some may even seem to change week -toke. Innovative Widgets employees should be able to changes, sense the customer’s mood and adapt accordingly. This also includes a willingness to learn- providing a high quality customer service is a continuous learning process. The customer service manager Jamaican Buttonholer with provide specialized training on adaptability. 3. Follow-up after a problem is solved.
It is imperative to make sure that the issue remains fixed and that the client is satisfied with the service. Innovative Widgets will now monitor this by simply sending an email, or even a feedback survey to let our clients know that we are still here and wanting to provide a premium service to them. Conclusion Customer service is about giving clients the service that they want, when they need it, in the most professional way. If innovative Widgets continues to provide a high level of customer service, we as a business stand a greater chance of keeping and increasing our clientele base and upholding and outstanding reputation.
