How can I measure productivity to create an effective customer service department?

May 22, 2018


Q. (cont.) Our department has a customer service person. She responds to vendor phone calls and emails. She also, reconciles statements and sorts through our mail. We receive complaints that our customer service clerk doesn’t return calls or emails. I am also noticing the statements should look cleaner. This department is a couple of years new and I just recently took it over. There is not a clear process for her. I am wanting to see change. A. From our advisory panelists: ----- The only…

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