Information provided by assessor:
Innovative Widgets missed its financial targets this year. This problem triggered an investigation into customer service. Previously, customer service was not monitored as most of the team had years of experience at the company. Now, however, 90% of the team is new.
The following information was has been recently gathered by Innovative Widgets on customer service team performance through call-monitoring and management observations: * a few team members are high performers in all areas but most team members achieve between 60% and 50% of targets, i.e., most team members are consistently poor performers * sales at 65% of targets * 90% of team members take 30% too long on average to resolve enquiries or complaints * 90% of team members take 40% too long to answer phones * total number of customers has remained stable * 30% of customers have not reordered in six months or more * 90% of team members do not follow Innovative Widgets procedures: * process orders wrong: 40% orders * incorrect/no referrals to senior team members when required: 40% * do not attempt to uncover any (unstated, implied) customer needs for the purpose of improving customer service, retaining customers, or generating sales * 90% of times when customer indicates further need such as increased quantity, more favourable trading terms based on increased quantity, no input provided by team members, unless explicitly asked for by the customer * team members do not correctly store customer information * team members have no reliable system for retrieving customers’ information. The majority of customer information exists on paper invoices which are not readily available when talking to customers on the phone.
The following customer feedback has been gathered by Innovative Widgets through questionnaires: *