Agent support manual
|
|
At Bushland Blooms we spend considerable time and effort gathering and collating feedback on the service we provide. It makes sense to compare the results with feedback collected previously. This allows us to assess whether the level of customer service we provide has improved, stayed the same or deteriorated.
Obviously, we prefer the results to demonstrate improvement - this tells us that our customers are increasingly satisfied with the services we provide. In addition, it is true that customer satisfaction and agent satisfaction go hand in hand - customers return to us to make further purchases and our agents are encouraged in their work when they know that their efforts are appreciated.
When the results stay the same, we know that the level of service is, at least, consistent. As long as the customers remain satisfied, then it gives us a good basis on which to work.
Results showing a decreased level of customer satisfaction are a cause for concern. In this case, it is important for us to identify what has gone wrong, either on an individual level or more widely. Then, we can identify and set in place strategies to correct the problem.
Our enterprise performance at Bushland Blooms is measured by:bullet point.
the volume of products and services we provide, bullet point.
annual profits, bullet point.
market share.
When our enterprise performance data shows that we are performing well, then it is likely that our customers are satisfied.
In contrast, when our customers are not satisfied, then it is likely that our profits and market share will be less than expected. One of the best ways of targeting this problem is to listen carefully to our customers to find out what is going wrong.
As a call centre agent, you are the one who talks directly with our customers. You can often see where problems have arisen and may be able to make recommendations to improve our level of customer service.
Here at Bushland Blooms we are always interested in hearing about ways to improve our service. Your recommendation may be based on the results of a formal survey, or may result from something you identify during normal customer service operations. You should make some notes about your ideas and discuss them with your team leader. You may want to revise your notes following this discussion. Your team leader may then pass your notes to management with a recommendation that your idea should be implemented.
You may sometimes have a good idea but not have it approved because it is contrary to Bushland Blooms enterprise policies and procedures. Your idea may even be rejected because it does not take account of appropriate legislation - for example, you may have failed to take account of privacy requirements. Don't be discouraged, all suggestions are valuable and your next idea may be a winner!
If management agrees to implement your suggestion, you should discuss how to proceed with your team leader. It may be best to run a small trial first to see if any problems arise and whether the intended result is achieved. In light of feedback from the trial, you may need to make some changes.
If the trial is successful, then the new practice could be adopted across the whole customer contact centre.
 ASM
index |
|
