You were hired at GourmetGrabs because it has grown as a company and is looking to improve its customer care quality while it expands. The effectiveness of the call center will be a focus for the executive team (top management). In addition to its high-end food offerings, the CEO and VPs want quality customer care to help differentiate the company from other delivery services. The customer care effectiveness will be measured by the number of calls answered and the quality scores received from customers after each call. Now that you have learned a bit about the internal and external environment of the company, you need to plan how to implement the goals of the organization through your team.
Your first team meeting is coming up, and you currently have a team of 7 customer care associates that you manage.
• What is your plan or strategy to improve customer service quality? How will you deliver this plan to the team in your meeting?
• Prepare an agenda that includes a brief introduction, the plan you have for the team, an opportunity for questions, and a concluding statement to motivate the team.