Monitor and Improve Customer Service

Running head: MONITOR AND IMPROVE CUSTOMER SERVICE
Monitor and improve customer service
Name of Student
Name of University
Author Note

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MONITOR AND IMPROVE CUSTOMER SERVICE
Table of contents
2. Developing KPIs for Innovative Widgets..............................................................................2
3. Developing plan to monitor team members...........................................................................3
4. Developing questionnaire to collect feedback.......................................................................3
5. Discussing issues and possible solutions...............................................................................4
8. Providing recommendations...................................................................................................4
Bibliography...............................................................................................................................6

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MONITOR AND IMPROVE CUSTOMER SERVICE
2. Developing KPIs for Innovative Widgets
a. The KPI needed for handling this includes the systematic analysis of the shift times
of the employees. Based on the times, the employees can be sorted with experienced and
inexperienced members grouped together to handle the calls. This can reduce the errors that
arise while taking the calls.
b. The organisational procedures need to be broadly mentioned in the bulletin boards
so that the employees can understand it. This can help the employees to remain focused on
the company policies. The performance indicator includes the enhancement of services.
c. The customer issues need to be analysed by gaining proper feedback. The
satisfaction of the customers needs to be met by conducting proper market research that can
help in meeting the requirements of the customers.
d. Team members need to be encouraged in order to meet the target. The leaders need
to install a feeling of team bonding and ensure that the team members complement one
another in order to reach the goals.
e. The internal customers such as the stakeholders need to be assisted by making them
a part of the decision-making team. The problems can be analysed by stating the investments
made in the organisation to improve the performance.
f. The KPI required for customer retention by Innovative Widgets include proper
listening of the grievances of the customers. This can be done by recruiting people patient
enough to listen to the customers rather than ignoring the calls.