What type of measure could we take in order to improve work processes in the customer service division?

 Agents who are handling customers must imply two parts :

1. strong knowledge base about the product or the services provided by your company .

2.soft skills :  active listening skills + negotaions managment skills

listening to the customer. 

Be honest 

Advice him 

To ensure 100% customer satisfaction the utmost important factor as per me should be, one following company Standard procedures and proper service recovery if needed. A well-trained staff to handle any situation and definitely, take feedback to ensure better productivity and avoid faults 

Understand the situation of the customer

Try not to have communication gap

Prompt feedback and followups with the team

Being genuine and empathethic towards the customer.

Always listen and ask open questions to make sure the customer's needs are understood corectly 

Follow up always and ask for feedback.

Strengthen the Customer Service Skills (Empathy, Good Communication Skills, Knowledge)

Customer Interaction (Being Proactive, Guide the conversation, Active Listening)

Feedback (Make sure that customers are satisfied with the service)

Goal Setting is the first component of effective performance management in the customer service division. However, when goalsetting takes place as a result of the feedback, performance improves significantly. 

Turn around time, customer feedback, 

Need to ask feedback form customers and improve the service quality 

Strengthen your customer sevice skills.,be polite always and meet the expectations andrequirements of the customer.

Strengthen your customer service skills. Your interaction with your customer will be remembered on how good and excellent your services are. Just make sure you know very well on how to assist  your customers and handle their concerns.