Managing Customer Service: Developing KPIs and Performance Evaluation Strategies

Running head: MANAGING CUSTOMER SERVICE
Managing Customer Service
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MANAGING CUSTOMER SERVICE
Executive Summary
This purpose of this report is to create and develop a set of KPI’s that can help the customer
service representatives in identifying the areas that needs development. The report also strives to
develop policies and procedures to assess the performance of the representatives and employees
according to the developed KPIs. This report will take into consideration the Innovative Widgets
to implement the ideas. It is recommended that to accentuate customer satisfaction and service, it
is important to adopt collaborative efforts. This report will conclude that customer service and
satisfaction depends on the adoption of various procedures.

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MANAGING CUSTOMER SERVICE
Table of Contents
Introduction......................................................................................................................................4
Discussion........................................................................................................................................4
KPIs.............................................................................................................................................4
3. Policy and Procedure for performance management of staffs.................................................6
4. Questionnaire for customers....................................................................................................7
5. Meeting the manager...............................................................................................................8
6. Discussion of issues.................................................................................................................8
7. Analysis...................................................................................................................................8
8. Recommendations....................................................................................................................8
Conclusion.....................................................................................................................................10

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MANAGING CUSTOMER SERVICE
Introduction
Aiming to generate a fair and comprehensive view about the various key performance
indicators related to customer service satisfaction in Innovative Widgets, this report will
endeavor to delve deeper into the myriad issues. The report will also endeavor to generate a set
of KPI’s and try to devise policies and procedures for monitoring the performance of the staffs
against the developed KPIs. The following paragraphs will strive to argue for the fact that
developing and implementing proper customer service policies are essential for the progress of
any organization. The report will also delve deeper into providing recommendations for the
implementation of customer service policies throughout the organization.
Discussion
2. KPIs
Studies have revealed that it is quite important to keep a check on the performance of the
customer service department of any organization as they are the first medium of contact for the
customers. Developing a set of KPIs can assist in gauging the performance of the department and
prowess of the staffs involved in customer service and satisfaction (Matsas et al. 2017).
Average time spent on addressing complaints: This KPI will assist in accessing and
gauging the time that is invested by the customer service agents in resolving the various issues of
the customers. This can also help in gauging the time that needs to be spent on each complaint.
Developing this indicator will assist in gauging the amount of effort that is dedicated by the
customer service agents. This can be measured by incorporating measures such as keeping a
check through the computer systems.