Customer service Essay Example | Topics and Well Written Essays - 750 words

Customer service - Essay Example Customer Service Professionals has to be viewed as internal customers also and as such constant meeting has to be held to get feedback from not only to respond to their questions on how to handle customer concerns but also on their concerns as employees. Job designs or how tasks are combined to complete the job should also be responsive on how the Customer Service Professional responds to the customer’s needs. This can be done through perpetual job reengineering of processes and work-flows to enhance the frontliner’s effecitivity. Job improvement of a Customer Service Professional in a credit card company has to be viewed not only in terms of skills but also in motivation. The job can also be physically demanding as the employees has to work in shifts including weekends and holidays and as such, employees are susceptible to being burned out when this is not checked. The company has to guard itself from those tendencies to keep its employees motivated to perform. One way to guard it is by employing job enlargement whereby a job is enlarged, the worker performs a large work unit involving a variety of task elements rather than a fragmented job. An enlarged job can elicit intrinsic motivation for a number of reasons (Chung, Ross, 1977) and employees working on a greater number of workstations reported lower scores for resignation (Weichel et al, 2010) How would you improve the customer service professional's job through rewards and incentives only?   Rewards and incentives are very important to keep Customer Service Professional motivated to perpetually improve on their jobs. The company, being one of the leading credit card providers has to provide excellent customer service to remain competitive in the business and this translates to high expectation of performance from its frontliners, the Customer Service Providers. When metrics for the delivery excellent customer service are met and exceeded, management should give incentives among its Custome r Service Professional not only in monetary terms but also in recognition, career progression and an enjoyable working environment. For example, when the Customer Service Professional received a positive feedback from a customer and met the number of queries, cases resolved with minimal tardiness and absenteeism, a corresponding amount should be given as an incentive to the employee. On a team level, teams who perform are given bonuses as a reward. A team outing can also be arranged as a reward without affecting the operation of department where the team can go out to have fun. This will serve as a reward and also to guard the employees from being burned out with the demands of the work. How would you improve your current or last job?   It is a given that any employee who belongs to an organization should know his/her job. But beyond job knowledge, an employee should also involve in the Management’s initiatives on how to improve job performance. When suggestions are asked o n how to improve job work-flows and processes or to modify existing systems to enhance productivity, I should share my insight so that the Management will have a better perspective in improving productivity. I will also be open to job rotation where I will be moved through a schedule of assignments to give myself a breadth of exposure to the entire operation of the company. I will cooperate on