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The more you know about your customers, the more you are likely to understand customer needs and expectations and find the right ways to achieve outstanding customer services
The best way for a company to achieve its goals is to satisfy customer needs
first of all we can ask to the CSR why his performance is down.if some where we can help him do it first. if he is not confirm why his performance is down then next is audit live or recording call or his behave or communication skill. need to figure out which is leaking by Agent. or need to train him for the same and again need to fallow him for his performance.
By conducting seminars for their employee regarding customer service related topic. Also the company should support the employees by giving perks so that the employee would work hard on their duties.The company should also be an example of a good quality service not just for the employee but also in the products that they are offering.
The Company plays a vital role in enhancing the individual performance. This should be supported by tracking and monitoring representative performance, monthly feedbacks, sending out appreciation mails, conducting Audits on process. This will help in addressing any areas of improvement also work as a motivational factor for the employee...
For me based on my own experience, a. real-time assistance, and b. real-time coaching and feedback. I don't always believe in metrics as the main driver of the performance, not even performance management and not always reinforcements i.e. rewards and recognition. As a leader, always remember you are being paid to lead; not to sit down the whole day staring at your computer pretending to be busy but doing nothing, answering emails and doing reports. All kinds of training, that is already given prior deployment. The show now boils down on how the supervisor or leader play the game.
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