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Focus
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Detail
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| Background
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In order to achieve the strategic corporate customer service goals,
all people need to be trained to accomplish their portion of
the corporate objectives.
The CSR play a critical role in that they touch the
customer more than most people in the organization.
This outline details the areas that need to be part of
that training program.
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Training consists of:
Course outline
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Corp.
strategy towards the customer
… making the customers job easier
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Outward
customer facing responses
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learning about inquiry and advocating questions
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New
technology
… how it increases the touch points and
provides consistency
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Processes,
building self-correcting structure
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Metrics …
using metrics to achieve goals and strategies
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Understanding
the whole CRM process
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Change
agents within the CSR organization …
looking for continuous improvement and best of breed
processes
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Type of training
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- Face
to face …
initial training to set the stage and reinforce the
critical role the CSR are in the process. 20% of the
training time.
- eLearning
… provides course ware for the CSR
based on the course outline above.
Provide an internal mentors
that CSR can speak to . 80% of the training time
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Focus by the Top
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Management needs to be an integral part of the use and ownership of
the CRM process. That
means they use the system to check status, review reports and
make the success of it as part of peoples financial goals
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Metrics
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Measurements should general follow the Balance scorecard approach.
It should look to measures that focus on what the
company is looking for i.e. customer satisfaction, cross
selling success, schedule adherence (% time agents are
available to serve)
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Professional
organizations
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Review what professional organizations are saying about training as
a bench mark to what you are doing.
- Digital
Consulting Institute(DCI)
- Customer
Relationship Management Association (CRMA)
- Association
for the Advancement of Relationship Marketing (AARM)
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