Customer Service Manager Service Framework
2024-07-10 09:35:16 0 Report
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Outline/Content
Team Leadership
Recruit, train, and coach customer service representatives
Set performance goals and standards
Provide ongoing feedback and support
Customer Support
Resolve escalated customer issues and complaints
Ensure timely and courteous responses to customer inquiries
Handle returns, refunds, and exchanges
Process Improvement
Identify areas for process optimization and efficiency improvement
Implement best practices and standard operating procedures
Streamline workflows and automate repetitive tasks
Quality Assurance
Monitor service quality and adherence to standards
Conduct regular quality evaluations and performance reviews
Implement training and development programs
Customer Feedback and Insights
Collect and analyze customer feedback and satisfaction metrics
Use customer insights to drive improvements in products and services
Communicate customer feedback to relevant departments
Communication and Collaboration
Collaborate with other departments to resolve customer issues
Communicate customer needs and trends to product development teams
Build strong relationships with customers and stakeholders
Collect
Collect
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