Frontline Teams
Spends most the time servicing customers
Focus is to deliver excellent customer service in an efficient manner. Delight customers and get through as many calls as possible.
Road blocks she faces…
Not knowing from a customer perspective how she is going and if they are being delighted with her service
Finding areas for improvement so that she can get better and more effective
Understanding comparatively how well she handles customers as opposed to her peers
Also ensure that her manager has visibility into the passion with which she services customers
Resonate: Moving the roadblock so that she can:
See how the customers are perceiving her service and how she is improving over time
Better understand what makes some customers happy and some sad so she can improve
Close the loop and call customers who have left a feedback and empower her to turn a negative customer experience around
Meet her KPIs effectively for her manager to notice
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