ICSS Unit 1

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ICSS Unit 1

Describe the Need for Professional Distancing

Develop Skills at Professional Distancing Takes Practice. It involves the following Profession:

3. Offer Opportunities for Advancement

2. Encourage Healthy Habits

1. Understand the Cause of Stress

Service Support Business Objectives

What the company requires from the centre in terms of

4. Employee Satisfaction

3. Revenue Generation

2. Cost Control Efficiency

1. Customer Satisfaction

The desired outputs of the customer service support centre is to support the mission and vision of the organization.

Steps to Resolve Interpersonal Skills

Step 7: Develop and Implement an Action Plan

Step 6: Resolve the Differences

Step 5: Identify the Areas of Agreement and Difference

Step 4: Share and Clarify your Position

Step 3: Understand the Other Person's Position

Step 2: Understand your Own Position

Step 1: Agree on the Benefit of Resolving the Conflict

Benefits of having Positive Teamwork

Benefits to the Customer Service Representatives

 More enjoyment from work (a greater feeling of being connected to the group)

 The positive feeling from being part of something successful and from helping other staff members

 Jobs that become easier as everyone’s skills improve

 More opportunities for learning and increasing one’s skills because of shared information and informal coaching from teammates

 Emotional support and help with the workload during stressful times

 Greater motivation and team spirit

Benefits to the Customer Service Support Centre

 Greater customer satisfaction as customers deal with satisfied representatives

 Employees who feel good about the people with whom they work

 Less turnover because representatives are more satisfied with their job

 Fewer problems from individuals adopting a “not my job” attitude

 Representatives know more because they share information about products, customers, and procedures

 Greater efficiency because staff members help one another

Describe Team Evolution in Work Environment

Tuckman's Team & Group Development Model

Performing

Teams are at their most productive when working as a cohesive and interdependent unit.

Norming

In this stage, people start to resolve their differences, appreciate colleagues' strengths, and respect their authority as a leader.

Storming

People start to push against the boundaries established in the forming stage. This is the stage where many team fail. Storming often starts where there's a conflict between team members' natural working style.

Forming

In this stage, members are positive and polite. Some are anxious, as they have not fully understood what work the team will do. Others are simply excited about the task ahead.

Importance of Standards and Benchmarking in Customer Service

Common Key Metrics used for Benchmarking:

5. Customer Satisfaction

4. Wrap up Time

3. Occupancy

2. Adherence to Schedule

1. Service Level

Benchmarking is the practice of a business comparing key metrics of their operations to to other similar companies.

By measuring your performance against the rest of the industry, the customer service support centre will be able to identify any shortcomings that may not have been aware.

Describe the +ve & -ve Working Behaviours

-ve Working Behaviors

4. Minimalism

3. Dishonesty

2. Rumors

1. Cliques

+ve Working Behaviors

5. Sharing Information and Ideas

4. Respecting Peers

3. Thanking Others

2. Helping Co-Worker

1. Have Trust

Describe the Climate in a Customer Service Support Centre

Many factors contribute to a call center’s climate. The following sections discuss the most important factors that shape the climate.

l. Job turnover

k. Staff cooperation

j. Career paths

i. Design, layout and location

h. Corporate image in community

g. Organizational perception

f. Customers and reasons for contact

e. Complexity and diversity of customer issues

d. Procedures and systems

c. Number of personnel

b. Management and supervisory style

a. Level and type of technology

Different Jobs and Functions in a Customer Service Support Centre

Customer Service Director/Head of Contact Centre

Digital Contact Manager

Customer Service Manager

Workforce Manager

Customer Service Team Leader

Customer Service Representative

Roles and Responsibility of Customer Service Support Personnel

Customer Service Support Personnel plays an important role because it can help the organisation to:

- Increase the amount of money each customer spends with your business

- Generate positive word-of-mouth about your business

- Increase how often a customer buys from you

- Increase Customer Loyalty

Customer Service is often at the heart of a business which aims to provide an exceptional service that leaves the customer feeling valued and respected.