KPIs for Innovative Widgets customer service team members and a plan or procedure for monitoring team members’ performance

This document discusses the key performance indicators (KPIs) for Innovative Widgets customer service team members and provides a plan or procedure for monitoring their performance. It also includes a questionnaire to gather customer feedback and a report containing recommendations for improving customer service. The recommendations include resolving customer complaints, appointing customer relationship managers, and enhancing public relations through social media and PR personnel.

BSBCUS501 Manage quality customer service
Learner Instructions 3
(Monitor and improve customer service)
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BSBCUS501 Learner Instructions 1
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1. KPIs for Innovative Widgets customer service team members and a plan or
procedure for monitoring team members’ performance
KPIs for Innovative Widgets customer service representatives to address customer and
business requirements needs to b identified as stated below;
Performance Domain KPIs
a. call/ enquiry / complaint handling
time
Closing one call query or customer
compliant in 2 days
b. following organizational
procedures
Adhering to a minimum of three
organizational procedures
c. identifying customer issues and
opportunities to increase customer
satisfaction to meet customer needs
Take a minimum of 1 customer
feedback amongst 5 customers
d. assisting team members to improve
customer service
Evaluate customer rating on the basis of
customer service
e. assisting other internal customers
of the customer service team
Take feedback from customer service
team 1 in 5 internal customers
f. customer retention Retain one customer within 3 customers
g. sales Achieve monthly sales target of $50,000
h. ability to handle complaints Handle customer complaint effectively
by attending to every customer call and
providing them with a case ID
i. ability to record and store customer
information
Using a computer database and
customer ID creation, record and store
customer information
j. customer satisfaction Attain customer satisfaction – a rating
of a minimum of 3 in 5 rating scale
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Monitoring: A plan for monitoring team member's performance will include
adopting a monthly evaluation of the capability to meet the performance metrics. The
monitoring plan would include collecting performance data of individual employees
and staff members, then comparing them against the desired KPI measure.
2. Questionnaire to gather customer feedback
a. Was your query answered during the call?
Yes No
b. Was your call query resolved within a short period of time?
Yes No
c. Are you satisfied with the customer service representative?
Yes No
d. Would you like to repurchase again from us?
Yes No
e. Would you recommend us to your other friends and colleagues?
Yes No
f. Are you happy with the quality of the product delivered?
Yes No
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3. A report containing recommendations for improvement of customer service
Post collection of data and information from customers, it was understood that there is a
gap present in the expected quality of products and that actually delivered. Further, a
delay in service was identified from customer feedback. Thus, the recommendations to
address these improvements have to be accommodated;
 Resolve each customer complaint and then include a follow-up procedure. A
follow-up team for customer service and feedback will enable enhancing
customer satisfaction.
 Customer relationship managers need to be appointed for reviewing customer
service and taking feedback from them.
 The organization can enhance public relations, by the way, social media and PR
personnel. This will enable enhancing relationships with customers.
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