ICSS Unit 1
Describe the Need for Professional Distancing
Develop Skills at Professional Distancing Takes Practice. It involves the following Profession:
3. Offer Opportunities for Advancement
2. Encourage Healthy Habits
1. Understand the Cause of Stress
Service Support Business Objectives
What the company requires from the centre in terms of
4. Employee Satisfaction
3. Revenue Generation
2. Cost Control Efficiency
1. Customer Satisfaction
The desired outputs of the customer service support centre is to support the mission and vision of the organization.
Steps to Resolve Interpersonal Skills
Step 7: Develop and Implement an Action Plan
Step 6: Resolve the Differences
Step 5: Identify the Areas of Agreement and Difference
Step 4: Share and Clarify your Position
Step 3: Understand the Other Person's Position
Step 2: Understand your Own Position
Step 1: Agree on the Benefit of Resolving the Conflict
Benefits of having Positive Teamwork
Benefits to the Customer Service Representatives
More enjoyment from work (a greater feeling of being connected to the group)
The positive feeling from being part of something successful and from helping other staff members
Jobs that become easier as everyone’s skills improve
More opportunities for learning and increasing one’s skills
because of shared information and informal coaching from
teammates
Emotional support and help with the workload during stressful times
Greater motivation and team spirit
Benefits to the Customer Service Support Centre
Greater customer satisfaction as customers deal with satisfied representatives
Employees who feel good about the people with whom they work
Less turnover because representatives are more satisfied with their job
Fewer problems from individuals adopting a “not my job” attitude
Representatives know more because they share information
about products, customers, and procedures
Greater efficiency because staff members help one another
Describe Team Evolution in Work Environment
Tuckman's Team & Group Development Model
Performing
Teams are at their most productive when working as a cohesive and interdependent unit.
Norming
In this stage, people start to resolve their differences, appreciate colleagues' strengths, and respect their authority as a leader.
Storming
People start to push against the boundaries established in the forming stage. This is the stage where many team fail.
Storming often starts where there's a conflict between team members' natural working style.
Forming
In this stage, members are positive and polite. Some are anxious, as they have not fully understood what work the team will do. Others are simply excited about the task ahead.
Importance of Standards and Benchmarking in Customer Service
Common Key Metrics used for Benchmarking:
5. Customer Satisfaction
4. Wrap up Time
3. Occupancy
2. Adherence to Schedule
1. Service Level
Benchmarking is the practice of a business comparing key metrics of their operations to to other similar companies.
By measuring your performance against the rest of the industry, the customer service support centre will be able to identify any shortcomings that may not have been aware.
Describe the +ve & -ve Working Behaviours
-ve Working Behaviors
4. Minimalism
3. Dishonesty
2. Rumors
1. Cliques
+ve Working Behaviors
5. Sharing Information and Ideas
4. Respecting Peers
3. Thanking Others
2. Helping Co-Worker
1. Have Trust
Describe the Climate in a
Customer Service Support
Centre
Many factors contribute to a call center’s climate. The following sections discuss the most important factors that shape the climate.
l. Job turnover
k. Staff cooperation
j. Career paths
i. Design, layout and location
h. Corporate image in community
g. Organizational perception
f. Customers and reasons for contact
e. Complexity and diversity of customer issues
d. Procedures and systems
c. Number of personnel
b. Management and supervisory style
a. Level and type of technology
Different Jobs and Functions in a
Customer Service Support Centre
Customer Service Director/Head of Contact Centre
Digital Contact Manager
Customer Service Manager
Workforce Manager
Customer Service Team Leader
Customer Service Representative
Roles and Responsibility of
Customer Service Support
Personnel
Customer Service Support Personnel plays an important role
because it can help the organisation to:
- Increase the amount of money each customer spends with your business
- Generate positive word-of-mouth about your business
- Increase how often a customer buys from you
- Increase Customer Loyalty
Customer Service is often at the heart of a business which
aims to provide an exceptional service that leaves the customer feeling valued and respected.
