Page 6 - E-book 2018 Management Strategies

Customer Satisfaction

Why What When How
Core Value More focused Change in workflow –
approach to Change in structure –
customer service proposal already
submitted

Attain Clear policies and February Ensure adequate
stakeholder Standard 2018 resourcing
Engagement – Operating
75% Procedures

To improve Process
stakeholder improvements to be
experience documented and
Training

Additional Information:

 FRESHDESK: Mandatory fields that need to be populated to allow proper
evaluation for response or escalation before ticket can be accepted - Identify
customer needs upfront.

 Standard Operating Procedures: including roles and responsibilities

 E-Mail

 Phone
NOTE:
 3CX
Tracking capability needs to be
 FAQs enabled, for example, transcript
requests - customer should be
 Manual able to track progress of
transaction.
 Process Maps and Flow Charts

IMPLEMENTATION:
TASK OWNER DUE DATE
1 Identify / Confirm Resources HEADS 12 January 2018

2 Develop Training Materials HR / PICS 19 January 2018
3 Review Tools – Fresh Desk, Business Analysts/ 25 January 2018
Marking portals, Quality/ ISD
4 Schedule Training HR 1 February 2018

5 Conducting Training HR 8 February 2018
Note: PICS, Business Analyst and Quality Officer to be involved in training and
developing resources.
Page 2 2018 CXC® Strategies