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Develop kpi for customer service representatives

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Reference no: EM133010935

1.How could you monitor and evaluate the quality of customer service your team is delivering to customers?

2. Develop 2 KPI's for customer service representatives on:

i. Complaint handling time

ii. Following organisational procedures

iii. Sales

iv. Customer retention

v. Identify customer issues

vi. Meet customer needs

vii. Customer satisfaction

3.Develop a plan or procedure for monitoring team members' performance (based on 1 KPI).

4. How can we collect feedback from staff and customers to improve standards?

5. What can we coach staff about to improve customer service standards?

6.Develop a one-page questionnaire to collect customer feedback related to KPI's and designed to uncover gaps between services provided (including the quality of service) and customer expectations.

7. List one recommendation for each of the below:

i. managing quality customer service delivery

ii. procuring appropriate technology to address customer needs

iii. improve public relations online and retail for this company

Reference no: EM133010935

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