The Role of a Customer Service Executive
Customer service executives use their skills and experience to ensure that a company delivers the highest standards of service to customers. Depending on the size of the business, the executive may deal directly with customers??? inquiries and complaints, or manage a team of customer service representatives. Either way, the customer service executive aims to maximize customer satisfaction.
Executives establish and monitor standards for customer service in the company using a recognized benchmark, such as the International Customer Service Standard promoted by the Customer Service Institute of America. Standards like that help executives to measure a company's performance against industry benchmarks and identify areas for improvement. They specify individual metrics for different aspects of service, such as time to respond to an inquiry, the number of calls a representative handles in a given period of time or the percentage of late deliveries.
Leadership
Customer service executives encourage all employees to display the highest standards of service at all times. They identify tasks that are critical to maintaining customer satisfaction levels and communicate with employees to raise awareness of their individual roles in delivering satisfaction. This is an important role because employees may not understand their contribution to customer satisfaction. Administrative staff who make frequent mistakes in order processing or invoicing, for example, can damage customer relations.
Management
Customer service executives manage teams of customer service representatives, taking responsibility for recruiting, selecting and training new team members. Executives deploy their teams to meet changing levels of demand from customers at different times of the day. The aim is to maximize productivity and minimize costs while maintaining a high standard of customer service. Executives must also motivate their teams to continue delivering a quality service, particularly when representatives are working in stressful conditions dealing with customer complaints.
Executives establish and monitor standards for customer service in the company using a recognized benchmark, such as the International Customer Service Standard promoted by the Customer Service Institute of America. Standards like that help executives to measure a company's performance against industry benchmarks and identify areas for improvement. They specify individual metrics for different aspects of service, such as time to respond to an inquiry, the number of calls a representative handles in a given period of time or the percentage of late deliveries.
Leadership
Customer service executives encourage all employees to display the highest standards of service at all times. They identify tasks that are critical to maintaining customer satisfaction levels and communicate with employees to raise awareness of their individual roles in delivering satisfaction. This is an important role because employees may not understand their contribution to customer satisfaction. Administrative staff who make frequent mistakes in order processing or invoicing, for example, can damage customer relations.
Management
Customer service executives manage teams of customer service representatives, taking responsibility for recruiting, selecting and training new team members. Executives deploy their teams to meet changing levels of demand from customers at different times of the day. The aim is to maximize productivity and minimize costs while maintaining a high standard of customer service. Executives must also motivate their teams to continue delivering a quality service, particularly when representatives are working in stressful conditions dealing with customer complaints.
Analysis
Customer service executives analyze records of customer inquiries, purchases, service requests and complaints to identify trends. They may invest in customer relationship management software that enables customer service teams to record and analyze customer behavior and identify trends. To maintain standards, executives use customer data to focus resources on improving performance. If a company receives a high number of complaints about the time it takes to answer calls, for example, customer service executives review options such as increasing staffing levels, providing training in call handling or investing in technology to automate aspects of call handling.
Course Duration : 350 -400 Hrs.
Course Fee : Free
Qualification : Class 12/ Graduates