Developing KPIs for Customer Service Representatives

The provided assignment involves developing a set of Key Performance Indicators (KPIs) for Widgetbox customer service representatives. The KPIs should focus on areas such as call/enquiry/complaint handling time, assisting team members to improve customer service, customer retention, and ability to record and store customer information. A plan or procedure for monitoring team members' performance against the specified KPIs is also required.

Manage Quality Customer
Service

Table of Contents
TASK 1............................................................................................................................................2
TASK 2............................................................................................................................................3
TASK 3............................................................................................................................................5
TASK 4............................................................................................................................................6
TASK 1
Question 22: Explain public relation and product promotion in your own words.
Public relations is defined as the strategic process of communication of organisations,
individuals and business with public. It is necessary for the companies to build mutually
beneficial relations with public for growth and development of the company. A public relation
manager of the company is responsible for providing an effective communication plan. For doing
so, the manager uses different direct and indirect mediums to maintain a good and positive image

of brand in front of target customers. Managers are able to build positive image of the brand by
building of a strategic relationship with partners, employees, customers and stakeholders.
Product promotion is defined as different actions which are initiated by the marketing
department to enhance the sales of any product or service. Product promotion uses different ways
to advertise the product or service like mails, letters, TV commercials, posters, trade shows, etc.
Question 4: Why must an organisation deliver products and services to customer specifications
within organisation’s business plan.
The organisational business plan provides information about the organisational structure,
responsibilities of business. An organisation should deliver quality products and services to
customers in order to increase the sales of the company. If the products are innovated and
changes in the products are made using new technologies it is beneficial for the company as it
will increase brand trust, loyalty and customer satisfaction. The business plan is related to
estimate the profits made in business therefore an organisation must provide good quality
products to people for increasing sales of the company.
Question 5: In your words, explain what is meant by the term ‘Vision statement’ when used in a
customer service plan or business plan? What should the vision statement discuss?
A vision statement is given by organisations and it consists of the long term goals of
business. In a business plan or service plan the vision statement will include the future goal of
the business. In case of the service plans, the vision of the companies is to consistently provide
quality products and services to people.
TASK 2
Develop a customer service plan
A customer service plan provides perception and expectation of the organisation. This
plan determines the customer's demand and help in guiding the company to make an effective
process to provide good customer service.
Widgetbox Customer service plan
Vision Statement

Widgetbox will be the leading company providing quality tools for widget development and it
ensures delivering products timely and giving good service to people.
Mission Statement
The mission of Widgetbox is to offer good customer service using innovative type of
manufacturing and testing widgets. In addition to this the company ensures to provide the best
safety record of any widget company.
Key internal and external stakeholder
The internal stakeholders of the Widgetbox includes managers, employees, board of directors
and investors. On the other hand, external stakeholder are entities which are not present in
business but they get affected by business. The external stakeholders are consumers, investors,
regulators and suppliers.
Product standards
 Minimum safety requirements
 Good material products
 Timely delivery of products
 Queries and complaints must be sorted
Policies and procedures
Widgetbox will offer service by knowing the needs and demands of the customers. After
analysing the RATER model, innovative changes are made in products and services to retain
target customers.
Complaint policy and procedure includes various ways by which consumers can complain about
the product and they are online mails, reviews on website, ratings, letters, videos etc.
Record keeping policy and procedure should be transparent.
Product promotion and public relation strategies should be made to attract new customers and
retain the existing customers.
Reflection Plan
The refection plan is a process which any company follows to engage in continuous
learning and growth of the business. It includes evaluation of theories and values to perform
daily activities.

 The design of the plan will help to achieve quality customers service and legal
compliance. If the business plan of the company is effective then the company will make
profits. This will increase overall productivity of the organisation.
 It is compatible with practise models like RATER model with voluntary standards and
codes of practise. RATER model is used to know the requirements of the customers. The
business plan and reflection plan should be made in such a way that they incline with the
standards and code of practise so that organisation will work effectively. This will help in
achieving goals and objectives in specified time frame.
 Public relation and product promotion approaches that are appropriate for Widgetbox.
Public relation means building of good relation with public, customers, stakeholders and
organisation. This is done by developing communication ways between organisation and
outer people. It includes mails, letters, websites, blogs, advertisements, etc.
TASK 3
Part A: Report
Considering the incidents specified above, Write a brief report (200-250 words) to the board of
Widgetbox to:
○ summarise customer service team performance
○ identify probable causes of customer service shortfalls
○ identify options to address the problem/s.
Report template:
Report on team performance:
○ summarise customer service team performance
○ identify probable causes of customer service shortfalls
○ identify options to address the problem/s.
Summarise Customer Service team performance
Widgetbox is the largest producer of widgets in Australia. It was established in 1975. Different
operations of Widgetbox are operated from a single location. This consists of a warehouse
which has a storage of raw materials used to make the widgets. The main objective of this
company is to provide high quality products to people. There should be standard service delivery
policies in the company for attaining goals and objectives in given time frame. The company was
not able to attract customers and for this the company has to make an effective strategic customer
service plan and reflection plan.
Probable causes of customer service shortfalls
The customer supervisor was not available when new employees joined the organisation. Proper
trainings and sessions were not given to new employees. If employees are not given trainings and
coaching they will not handle the work effectively. This will decrease the performance of the
company as well as employees.

Identify options to address the problem
There are various ways by which the company identifies the problem. It can be done by the
following ways listed below-
 Trainings and coaching sessions are given to new staff. In this way they will get to know
about the working and operations of the company.
 A good and better training should be given to assistant supervisor.
 Company policy and procedures information should be given to refreshers.
 New employees hired must be qualified and well mannered.
TASK 4
Develop a set of KPIs for Widgetbox customer service representatives. KPIs should focus on the
areas of customer and business requirements identified below
KPI’s Description
Call/enquiry/complaint
handling time
Widgetbox handle the customer services by listen their
concern and empathy. They stay calm and isolate their guest if
possible so that the other clients or guests do get disturbed.
They give undivided attention to their customers. They
suggest their guest about what should be the best done for
them. Apart from this the company should answer the guest
call within 3 rings and should listen carefully, and should be
ready to keep records of their customers.
Following organisational
procedures
There are many organisational procedure in a company which
influence and determine all the major decisions and actions,
along with all the activities which take place within the
boundaries.
Assisting team members
to improve customer
service
The team members can improve their customer service by
strengthen the skills of customer service. Along with this the
members can improve their customer interaction, give
customers away to provide a feedback for the services
provided by you.
Customer retention Widgetbox can provide special offers to their customer, and
also they can provide better products to their customers at low
price. This help them in attracting ample number of customers
and also help in retaining customers.
Ability to record and
store customer
information
For recording and storing information about customers,
Widgetbox can use latest technologies, so that the data remain
safe and stored for long time period.

Part B:
Construct a plan or procedure for monitoring team members’ performance against KPIs. (any
two KPI’s specified above)
KPI’s MONITORING PLAN (50-100 words)
The company has to set
targets to improve team
performance.
Procurring appropriate
technology to to address the
customer needs.
Managers and leaders have to take steps to implement such
trainings and coaching sessions. These trainings will help
to evaluate the performance of employees in achieving
organisational goals.
Employees should be given
training on how to build
customer relationship and
manage customer service.
Customer relationship coaching should be given to
employees for meeting the demands and needs of the
customers. This will take around 1 month.

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