ICSS Unit 1

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.

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

- Increase Customer Loyalty

- Increase how often a customer buys from you

- Generate positive word-of-mouth about your business

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

Customer Service Representative

Customer Service Team Leader

Workforce Manager

Customer Service Manager

Digital Contact Manager

Customer Service Director/Head of Contact Centre

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

a. Level and type of technology

b. Management and supervisory style

c. Number of personnel

d. Procedures and systems

e. Complexity and diversity of customer issues

f. Customers and reasons for contact

g. Organizational perception

h. Corporate image in community

i. Design, layout and location

j. Career paths

k. Staff cooperation

l. Job turnover

+ve Working Behaviors

1. Have Trust

2. Helping Co-Worker

3. Thanking Others

4. Respecting Peers

5. Sharing Information and Ideas

-ve Working Behaviors

1. Cliques

2. Rumors

3. Dishonesty

4. Minimalism

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.

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

Common Key Metrics used for Benchmarking:

1. Service Level

2. Adherence to Schedule

3. Occupancy

4. Wrap up Time

5. Customer Satisfaction

Tuckman's Team & Group Development Model

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.

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.

Norming

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

Performing

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

Benefits to the Customer Service Support Centre

 Greater efficiency because staff members help one another

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

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

 Less turnover because representatives are more satisfied with their job

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

 Greater customer satisfaction as customers deal with satisfied representatives

Benefits to the Customer Service Representatives

 Greater motivation and team spirit

 Emotional support and help with the workload during stressful times

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

 Jobs that become easier as everyone’s skills improve

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

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

Step 1: Agree on the Benefit of Resolving the Conflict

Step 2: Understand your Own Position

Step 3: Understand the Other Person's Position

Step 4: Share and Clarify your Position

Step 5: Identify the Areas of Agreement and Difference

Step 6: Resolve the Differences

Step 7: Develop and Implement an Action Plan

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

What the company requires from the centre in terms of

1. Customer Satisfaction

2. Cost Control Efficiency

3. Revenue Generation

4. Employee Satisfaction

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

1. Understand the Cause of Stress

2. Encourage Healthy Habits

3. Offer Opportunities for Advancement