 | | Benefits for Customer Service Representatives: | | | | | | Allows the rep to see strengths and weaknesses so that the rep may take knowledgeable initiative to focus on needed areas. | | | | | | Allows the rep to see how changes in personal service impact perceptions of customers. | | | | | | Can view verbatim comments from customers which, when positive, serve as motivator for continued good service. | | | | Benefits for Executives: | | | | | | Assist in providing overall direction in customer service matters (ie: training programs, goal setting, reward programs). | | | | | | Useful for monitoring status/progress of support center teams. | | | |  | | | | |
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| | How does it work? |
| | A Service Insight System provides a continuous loop of feedback to the appropriate parties at the Support Center. |
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- Naturally, the Support Center, as it always has, provides customer service to customers
- Every day (or week) the Support Center will provide a electronic file to First Tracks about the
previous day's (or the previous week's) completed service incidents. This listing will include a the
customer's e-mail address plus information about the service event (for example: the representative,
the incident or ticket id)
- Each appropriate customer gets an e-mail on behalf of the support center inviting them to take a survey about the service they received
- Many customers will come to take the survey and their results are stored
- In-depth reporting is provided back to the support center on a regular (daily or weekly) basis
- The support center uses the information to enhance service quality and efficiency
- Setting Goals
- Empowering Representatives, Supervisors, and Managers to view results
- Enhancing services in focused areas
- Rewarding strong performance
- Reporting to clients and partners on satisfaction levels
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