It's not uncommon for customer service representatives (CSRs) to have a unique way of doing things and to give you valid reasons why that way works best for them. These reasons include individual workspace; technology quirks that necessitate creating "work arounds"; producer styles and desires inconsistent with usual procedures; and CSRs' knowledge and skill levels that drive how and what they are comfortable doing. No matter what the agency size, everyone must follow the same basic cultural and operational standards, or agency results will suffer. It's not easy getting everyone in an agency going in the same direction, but it's absolutely necessary for continuous improvement, growth and profitability. Here are some ideas to put everyone on the same page. 1. Be clear on what behaviors are desired and what will be evaluated. 2. Treat the problem, not the symptom. 3. Hire and retain good people. 4. Interview to find the best fit for you and the candidate.
Pages to are hidden for
"GETTING EVERYONE ON THE SAME PAGE"Please download to view full document