Question

You are working as a Manager at ABC Company and you manage 10 junior customer service...

You are working as a Manager at ABC Company and you manage 10 junior customer service officers. You are interested in taking on more managerial roles and responsibilities. You know that the company has a program dedicated to assisting staff with self-improvement and development, as long as it is in line with the company’s main goals of improving customer service and providing an exceptional experience to all customers. You can see current employees’ skills and knowledge below:

Roles and responsibilities

Current skills and knowledge

Junior customer service officers

  • Ensuring customer satisfaction through reliable and timely customer service
  • Receive and handle both initial and escalated consumer enquiries
  • Manage client accounts and follow up with outstanding payments
  • Liaise with stakeholders
  • Excellent communication skills and committed to achieving customer service of the highest standard;
  • Ability to relate and personalise responses for each consumer experience
  • Proficient Microsoft Office skills
  • Attention to detail & demonstrate active listening
  • Experience in retail and welcome

Current 2 senior customer service positions are still vacant. Senior customer service officers’ key responsibility areas:

  • Provide guidance to the customer service staff to ensure all customer needs are met.
  • Work with the Customer Service Team to deliver optimum service to our internal and external customers within the agreed timeframes.
  • Assist in the development of strong working relationships across all departments and raise awareness of the support the Customer Service Team can provide to service delivery.
  • Assist with building the capacity and attitude of the customer service staff to provide exceptional customer service.
  • Assist with the development and implementation of the Customer Relationship Model.
  • Actively participate in developing and implementing customer service systems which will improve the service delivery and enhance the image of ABC.
  • Monitor and report on customer service protocols and identify process improvements relevant to Customer Service across the organisation.
  • Provide frontline customer service including processing customer requests, receipting and switchboard operation.
  • Train staff in all aspects of their Customer Service Officer role and liaise with all departments to provide guidance on our customer service systems.
  • Monitor and maintain directories and databases
  • Manage the purchase, storage and allocation of stationery for the organisation to ensure adequate supplies are maintained at all times.
  • Manage the roster system for all customer service staff.
  • To resolve relevant problems and complaints from the public and advise management on system improvements in line with ABC.
  1. Research and summaries your findings:
    What regulatory requirements, policies, guidelines, standards and resources should apply?

    Here is my answer:

    Normally restraining from deliberately commanding to, or coercing client choices lifestyles, values, plans, or beliefs can be an ideal way to apply.
    - Carrying out research and report findings through the process that is constant with the approved ethical and scientific standards of educational, psychological and social research practices.
    - Representation of professional competencies, experience and training correctly
    - Monitoring, maintenance, and improvement of professional competencies
    - Functioning with the limits of their experience and training

    The feedback from my teacher is this answer do not answer the question, which is about legislation or laws that apply to career development.
    Can some one help me out of it?

Homework Answers

Answer #1

In this case I am working as manager of ABC company with 10 junior customer service officer then as manager first I must have the all the leadership qualities for the proper functioning of my company and organizational goals with the help of my staff members.

For the success of any service industry or any company the most important thing is Customer satisfaction which can only be possible if we provide excellent customer services and get feedback from each and every customer for any kind of services provided to them.

Now I will discuss some leadership qualities from which we will be able to know how to deal with our customer service officer and this very important for the proper functioning of the company these are as below:

1.Honesty: One of the most important quality is unquestionably integrity without it no real success is possible no matter whether it is on a section gang, a football team, in an army or in an office like banks. Honesty and integrity are two important ingredients which makes a good leader. How can you expect your followers to be honest when you lack these qualities yourself leaders succeed when they stick to their values and core beliefs and without ethics this will not be possible.

2.Confidence: To be a leader you should be confident enough to ensure that other follow your commands if you are unsure about your own decisions and qualities then your subordinates will never follow you. As a leader you have to be full with confidence show some assertiveness to gain the respect of your subordinates. This does not mean that you should be overconfident but you should at least reflect the degree of confidence required to ensure that your followers trust you as leader.

3.Inspire others: The most difficult job for a leader is to persuade others to follow it can only be possible if you inspire your followers by setting a good example when the going gets tough they look up to you and see how you react to the situation if you handle it well they will follow you as a leader you should think positive and this positive approach should be visible through your actions. Stay calm under pressure and keep the motivation level up if you are successful in inspiring your subordinates you can easily overcome any current and future challenge easily.

4.Commitment and passion: your team look up to you and if you want them to give them their all you will have to be passionate about it too. When your team members see you getting your hand dirty they will also give their best.

5.Good communication skill:If you are unable to communicate your message effectively to your team you can never be a good leader a good communicator can be a good leader words have the power to motivate people and make them do the unthinkable if you use them effectively you can also achieve better results.

6.Decision Making capabilities :A good leader or manager is having a futuristic vision a leader should have ability to take the right decision at the right time.

7.Accountability: Make sure that everyone of your subordinates is accountable for what they are doing if they do well give them a pat on the back but if they struggle make them realize their mistakes and work together to improve.

8.Delegation and empowerment : You cannot do everything right it is important for a leader to focus on key responsibilities while leaving the rest to others by that I mean empowering your followers and delegating task to them.

9.Creativity and innovation: In order to get ahead in today's fast paced world a leader must be creative and innovative at the same time.

10.Empathy: understanding the problems of your followers and feeling their pain is the first step to become an effective leader.

These qualities makes a good leader or managers which must be implemented in above case then only the manager of ABC company and their subordinates can perform better for the success of their companies.

Now we focus on customer service and customer satisfaction which is explained below:

1.If we run a company we must know do our best to satisfy our customer needs and to keep them loyal to our brand. But how can be sure that our efforts bring desired results.

2.If we do not try to find out what our clients actually think about our services you will never be able to give them the best customer service experience.

3. Their opinions about experience they have with your brand is helpful information that you can use to adjust your business to fit their needs more accurately.

4.Customer feedback is information provided by customers about whether they are satified or dissatisfied with a product or services and about general experience they had with a company.

5.Their opinion is a resource for improving customer experience and adjusting your actions to their needs.

6.This information can be collected with different kinds of surveys and you cab also find opinions and reviews of customers online and collect them using Internet monitoring tools both sources are important to get a full picture of how your customers perceive your brand

7. Feedback improves products and service quality, helps you measure customer satisfaction, shows you value customer opinions, helps in creating the bets customer experience, helps to improve customer retention, reliable source for information to other consumers, gives data that helps taking business decisions.

And for improving the knowledge of subordinates and get up to date knowledge they should given training from time to time in the office premises or in particular training centers which is under the control of company because at every point of time customer needs get enhanced from time to time so that our team members knowledge must also get enhanced.

A resolution desk and complain desk should also be provided to the customer by the company so that the customer problems can get resolved on the spot so that customers will be more satisfied and a satisfied customer attract more and more customers to company which is very important for the success of a company.

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