How can a customer service manager know their team’s performance without having a performance review? Answer: they can’t.
This works both ways. By running a customer service performance review checklist, you, the manager, can know exactly how well the team is performing.
If you want your team to know where they stand – what they do well and where they can improve – then you have to develop a process for delivering real-time, continuous feedback. – Heidi Zak, CEO.
By running this checklist every two weeks, you’ll gain access to qualitative information, quantitative data, and metrics, so you can pinpoint where your team is succeeding, and where they’re falling behind. It will also keep you focused on the agenda, ensuring you don’t miss a step along the way.