Given the above scenario you are to develop ways you can implement further opportunities for improvement within your team. You are to begin your project by; Listing the productivity and service goals your team will strives. State hoe each these will be measured. Improve Sales One of the primary objectives of customer service is to close a sale and gain customers. Nearly every business has this primary objective with the possible exception of service providers who rely on specialty expertise.
Even then, a warm mile and friendly greeting will go a long way in getting clients in the door. When improving sales figures, customer service starts with the reception of the first phone call or first step Into the establishment. A simple goal Is to greet everyone who walks in the door. More elaborate customer service goals related to closing sales is providing customers with options and intently listening to the needs and questions posed by prospects. Prospects who feel their needs are being met will turn into customers, if not today, eventually.
Solve Problems No matter how good your products or services are there will always be problems that deed addressing. A customer service goal should be to address and solve problems in a way that Is a win-win situation for the customer and the company. This means listening to the customer, taking the information provided about the problem and finding a solution to replace the product or improve service. Most customers, though not every customer, are reasonable when it comes to problems and will remain loyal customers if the problem is addressed and dealt with swiftly.
Smart customer service managers listen to the feedback of service representatives to track common problems and address these In the Initial sales phase. The goal here Is to reduce the number of problems that arise, providing better service from the start. Cost Control Customer service must be effective without breaking the bank of the organization or department. Managers need to establish time frame goals with each Interaction, making It clear to service representatives how much time Is expected with each interaction.
For each of the following ways of sharing information; Discuss how you could use them and in which situation they would be most appropriate. Team meeting provide an opportunity to update team members on saving, radioactivity and service improvement as well as general performance results. Emails and/or intranet services Emails and/or intranet services are used to communicate information and inform staff, when used well; they can promote the effective flow of information among team member.
Newsletters and other communication devices Newsletters are particularly useful when improvements are linked to the team’s objectives and the organization’s business plan. Written communications are supported with verbal discussion. Briefings and information sessions This method offers benefits that written communications lack, in that team member an be informed through two-way conversation and discussion. Team member can ask question, raise issues and express their concerns immediately.
Report Sometimes team will need to prepare a formal report and present it to the team for comment. Make sure you give team members sufficient time to read the information before you ask them to react to it. Rewarding staff This method for team members are rewarded for participation in continuous improvement activities. Sometimes incentives or rewards are managed on a team by team basis. What systems do you plan to establish that will help you and your team members? Document work performance
Documentation of a quality system, its process and the performance of team members against standard underpins the success of the systems itself and forms the basis for continuous improvement activities that are central to any quality program. Report on success, trends, opportunities and problem. An effective continuous improvement program needs to include defining the format, role and purpose of records, report and recommendations. Many formal quality systems and processes include data collection and reporting protocols and tools for managing records. Managing report is important for continuous improvement.