Planning Real Estate Office CSR Event Customer complaints are up 25 in the last 12 month period Data collected from surveys, tickets tracked through Customer Support (email, letter, and phone complaints) Issues from customer perspective include poor initial service, wrong orders sent out, poor follow up on complaints Staff report issues as not enough staff, overloaded, improper training, no support, poor outlines of expectations of them and the customers Losing customers, and spending a lot of money on sending out credits, free gifts etc to make customers happy, high staff turnover, low morale Corporate event for CSR and clients Specify who tasks this who advocated there is a problem Why (customers are complaining, losing customers etc , complaints are up) This will be a training seminar for the reps Will have breakout sessions with reps from client companies to specify what issues are and to brainstorm resolutions Will need to bring in trainers, guests speakers how much will they cost Will need gifts for them Will need to provide materials Will need to feed everyone all day event What will you order From where Cost analysis on different companies costs Clean up after event will you need to have someone come in or will it be covered in cost of facility rental Will need to coordinate facility on site Off site Any transportation expenses for trainer speaker List your expense and justify each one, estimate of cost Goal to improve the customer relationship between staff and customers A 25 decrease in complaints in a 3 month period and stability in the CSR Dept How you will track the success of the training after training What future goals do you want to see with reference to complaint reduction such as on going customer service rep training (e g every month quarter semi annually annually) Internal morale strategies low no cost to keep morale up such as certificates for best results over a week month quarter

Answered step by step

Verified Expert Solution

Link Copied!

Question

1 Approved Answer

Posted on Mar 22, 2024

Planning Real Estate Office CSR Event Customer complaints are up 25% in the last 12-month period Data collected from surveys, tickets tracked through Customer Support

Planning Real Estate Office CSR Event
- Customer complaints are up 25% in the last 12-month period
- Data collected from surveys, tickets tracked through Customer Support (email, letter, and phone complaints)
- Issues from customer perspective include poor initial service, wrong orders sent out, poor follow-up on complaints
- Staff report issues as not enough staff, overloaded, improper training, no support, poor outlines of expectations of them and the customers
- Losing customers, and spending a lot of money on sending out credits, free gifts etc. to make customers happy, high staff turnover, low morale
- Corporate event for CSR and clients
- Specify who tasks this - who advocated there is a problem? Why? (customers are complaining, losing customers etc., complaints are up)
- This will be a training seminar for the reps
- Will have breakout sessions with reps from client companies to specify what issues are and to brainstorm resolutions
- Will need to bring in trainers, guests speakers - how much will they cost? Will need gifts for them.
- Will need to provide materials
- Will need to feed everyone - all day event? What will you order? From where? Cost analysis on different companies/costs
- Clean up after event - will you need to have someone come in or will it be covered in cost of facility rental?
- Will need to coordinate facility - on site? Off site?
- Any transportation expenses for trainer/speaker
- List your expense and justify each one, estimate of cost
- Goal: to improve the customer relationship between staff and customers
- A 25% decrease in complaints in a 3-month period and stability in the CSR Dept.
- How you will track the success of the training after training?
- What future goals do you want to see with reference to complaint reduction - such as on-going customer service rep training (e.g. every month/quarter/semi-annually/annually)
- Internal morale strategies - low/no cost - to keep morale up - such as certificates for best results over a week/month/quarter

Step by Step Solution

There are 3 Steps involved in it

Step: 1

Tasks and Advocates 1 Identifying the Problem The customer complaints data was likely analyzed by the Customer Support Manager or a designated team re... blur-text-image