CSR’S CHANGING ROLE — GREAT CUSTOMER SERVICE

A client’s president recently asked, “What should our CSRs be doing that’s new to the position?” Here’s a beginning outline of their changing role that may cause you to reflect on opportunities to improve your entire organization’s productivity.

First, let’s think about calling the position “account manager.” On a day-to-day basis, it’s most likely your CSRs who are managing the account’s interaction with your company, and thus your organization’s productivity.