Providing support for customers is a tough job for any employee.
Not only are these employees on the frontline, representing the company, but they sometimes have to deal with awkward, difficult and challenging customers.
They need to have exceptional soft skills to be able to handle everything from positive reviews and glowing praise to tricky questions and negative feedback.
Due to the challenging nature of the role, customer service teams often have a large number of unhappy employees and a high turnover rate. This makes it one of the most difficult positions to manage.
This is why implementing a regular customer service performance review is essential.
The customer service performance review is a process designed to keep employees focused enough to stay in the job and develop their ability to handle customers in the way that you want.
It's imperative that you keep tabs on how reviews are managed and track how your team is following up and responding to reviews. They are the face of the company so you need to ensure consistency and quality across all responses.
Not only does a customer service performance review ensure each member of the teams' responses are consistent and high in quality, but it also gives the customer service representatives important feedback and identifies opportunities for growth, which keeps them motivated to perform better.
This Process Street customer service performance review checklist will allow you to assess how each member of your customer service team is performing. It will identify areas that can be improved and help you brainstorm and set SMART goals to improve performance.
With the right approach and execution, customer service performance reviews will motivate your reps, improve your entire team, and keep everyone in the loop - Insightsquared
Create a check list template and run individual checklists for each member of your team. You can check tasks off as you work through them, set deadlines, add approvals, assign tasks, and track each team member's progress.