Customer Service and Innovative Widgets

Topics: Customer service, Balanced scorecard, Strategic management Pages: 8 (1274 words) Published: March 12, 2015
BSBCUS501C
Manage quality customer service
Presented to: Darren Creed
Assessment 3

Name: Jacinta Butterworth
Date: 20 March 2015

Procedure:
1. Develop a set of Key Performance Indicators for your Innovative Widgets customer service representatives. KPIs should address all the areas of customer and business requirements identified 2. Develop a plan or procedure for monitoring team members’ performance again KPIs 3. Develop a questionnaire to collect customer feedback related to KPIs and/or designed to uncover identifiable gaps between services provided (including the quality of service) and customer expectations. 4. Must get at least 10 customers to complete the questionnaires to receive performance data and feedback from these customers

5. Analyse performance data and customer feedback to identify any systemic customer service issues and trends and develop possible solutions
6. Prepare a report containing recommendations for organisation wide customer service improvements.

Introduction
The focus point for this report is the use of policies and procedures with in Innovative Widgets to deliver high quality customer service and eg. handling client complaints in a professional manner. To provide the highest quality of customer service this will consists of: 

Empathy



Respond to Clients as Soon as Possible





Keep Clients Updated
Go the Extra Mile



Fix your mistakes



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 KPIs



A questionnaire to collect customer feedback related to KPIs



Analysis of performance data and customer feedback



Recommendations for organisation wide customer service improvements

Key Performance Indicator
No matter what organisation or industry you work in KPIs 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 KPIs, that will address’ all the areas of focus for Innovative Widgets customer and business requirements identified.

KPIs - Innovative
Widgets
Below Average
Engagement
demonstrated by
customer service staff
Flexibility
demonstrated by the
service provider
Time taken to answer
calls 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

KPIs- 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

Time Specific: Time frames, deadlines will be set for objectives

Monitoring the progress of identified goals and objectives is an imperative part of business. Monitoring enables Innovative Widgets to determine:


The progress of...
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