Title: Customer Service Manager (WORD version) (Customer diagram)

Industry: Utilities

Function: Customer Service

Value-Added Results/Weights Performance Standards
Satisfied customers(40%)
  • • Solved problems

    • Provided information

    		•  • No more than 200—400 unsolicited complaintsmonth from current customers (without a good explanation).

    • One unsolicited compliment / month from current customers (team measure).

    • No more than three repeat complaints/month that aren’t solved before reaching the district manager.

    • % of surveyed customers who are satisfied (100% is the ultimate goal):

    • Repair person arrived promptly (95%—98%).

    • Repair person answered all questions (97%—98%).

    • Repair person was courteous (97%—98%).

    • Outcome of contact (98%—99%).
    Information and data (10%)
  • • Routine reports

    • Answers to requests for information

    		•  • No more than one complaint/quarter from recipients because:

    • They notice an incorrect number.

    • Something asked for is missing.

    • Information is late.
    Recommendations for solving problems (10%) • Recipients agree with assumptions and supporting information underlying the recommendation.

    • Solutions are feasible.

    • Solutions work more than 80%—90% of the time.

    • Exceeds = Customer Service Manager initiates a solution before being asked or prevents a problem from occurring.
    Manpower (5%) • Employee is able to do the work and is on schedule.
    Sorted and coded bills (5%) • No more than one repeat miscoding/quarter.

    • Bills are received by 1st day of the new month.
    Productive employees (30%)
  • • Provided direction

    • Priorities/ scheduling

    • Information

    • Training

    • Feedback

    		•  • Supervisor is satisfied that:

    • The number of justified complaints from employees about how they were treated.

    • Employee training was completed by agreed-upon dates.

    • Tasks are being delegated.

    • Employees are empowered to do the new tasks.

    • All employees receive an annual performance review.

    • Employees have skills and knowledge to do their jobs.

    • All employees have written performance standards.

    • Evidence of an informal and formal recognition system exists.

    • All employees can describe how they’re doing compared to their standards.

    • Salary increases are differentiated based on performance and are consistent with the performance review.
      • Surveyed employees say:

    • They understand the Company’s direction, their department’s goals and their role in achieving these goals.

    • They understand specifically what their supervisor expects of them.

    • They understand how well they are performing and where they need to improve.

    • Their performance appraisal accurately reflects their performance.

    • They have the necessary tools and resources to accomplish their work. Where they do not have what they need, they understand why not.

    • They have the skills and knowledge they need to do their jobs or there is a plan to obtain them.

    • Their good performances are acknowledged and appreciated.

    • Exceeds = An employee is trained to replace the customer service manager.

     

    Customer Diagram: Customer Service Manager