Ass 3 Project – Manage Quality Customer Service

Assessment Task 3

KPIs

Key performance indicators are factors which can be measured and analysed to see if there is any improvements in performance. These indicators could be money, quality or customer related factors which can be measured. KPIs are used as self-evaluations and should be used to find out how and where the company can improve.

Some examples of KPIs include:

Making sure that call/enquiry and complaint handling times are as low as possible

Compliance to government and organisational policies and procedures

Actively trying to identify customer needs and issues and offering to solve the needs or issues without them needing to ask.

Improved teamwork in order to save time and improve customer service

Making sure that employees assist other employees when they have free time

Making sure that regular customers are remembered and greeted

Number of sales

Making sure that the employees are able to handle customer complaints

Records management and Information Management

Customer satisfaction levels and repeat customers.

Plan

When monitoring the performance against KPI’s it is useful to make KPI goals such as:

Keep all Call/enquiries/complaints handling times under 2 minutes

Complying to all government and organisation policies and procedures

Monitoring the amount of times that an employees has initiated to help a customer

Monitor the amount of teamwork and the effectiveness

Watching to see whether employees are helping others are wasting time

Greeting customers that have visited before

Increasing the number of sales by 10% each year

0 employees unable to handle complaints

When reviewing the actual performance of the company, it can be compared with the KPI’s to get an overall understanding of whether the performance was satisfactory or not.

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Questionnaire

Recommendations

Improving the following factors of the customer service staff

communication skills – written and verbal

planning and organizing

prioritizing

problem assessment and problem solving

information gathering and information monitoring

attention to detail and accuracy

flexibility

teamwork

Training

Other possibilities could include:

Surveys – see how the customers feel about the service and where it needs improvement

Comment cards – this will show employees, customers and competitors that you are intending to improve

Talk with your employees – they are the people closest to your customers, use their experiences to gain better customer service. Make sure they are as attentive as they can be.

Understand your customers – take the time to just observe your customers. Do they look happy or annoyed? Do they continually look at their watch, like they do not want to be there?

Create a Customer service law – this is a law to make the customer the number one priority. All staff must make the customer feel this way.

Communicate- the most important aspect to customer service is communication between the organisations. Good communication means a good, efficient organisation. This will improve the customer service and make them feel more organised.

Training – provide customer service training for your employees. Teach them how to approach customer without being annoying, help customers and treat customers.

Initiative – give employees some initiative and teach them how to solve problems without asking the supervisor. This saves time for the customer and the organisation.

Thank you cards – give customers thanks you cards and letters to show your appreciation.

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