Performance Objectives for Customer Service
The customer service representative is an important member of a company who interacts with the public. A good representative strives to meet the needs of the customer and make certain the customer is satisfied with a product. A happy customer will continue to do business with the company. Customer service performance objectives have been established to ensure the representative is doing the best job possible.
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Knowledge and Skills
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The customer service representative must display knowledge of the company's product. He represents the company and may be the first and only person the customer contacts for information. Displaying knowledge of the product gives the company more credibility and professionalism. The representative must display proper phone etiquette as well as master the company's computer systems to meet his job responsibilities.
Attitude
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When dealing with the public, it is important to display a positive attitude. There may be customers who are rude and upset. The customer service representative uses restraint and helps the customer resolve her problem in the quickest way possible. Having a friendly demeanor may keep the customer positive as well. Call centers may randomly monitor phone calls to check on employees at any time.
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Attendance
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Attendance is a basic requirement of any job and is presented in detail in employee handbooks. Attendance should be discussed during the performance review. Frequent absences shows a lack of professionalism and enthusiasm for the job. Repetitive tardiness is also a problem that needs to be discussed. The problem should be corrected after warnings. The customer service representative cannot do a good job when he is absent from work.
Compliance
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The employee must adhere to the company's established guidelines presented at the time of employment. Not complying with the rules could slow production and lessen the morale of fellow employees. Non-compliance should be discussed at the review process and be monitored throughout the employee's term with the company.
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References
- Photo Credit customer service image by Kurhan from Fotolia.com
