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Sid Chadwick
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Here are but a few of the responsibilities we see being implemented that aren’t in most CSR job position descriptions. (And, as you review these items, ask yourself, “Does our internal education and training address any of these issues?”):
1) Capturing and reporting of customer complaints.
It’s the rare organization that takes “customer complaints” seriously—to the point that any complaint is required to be documented and forwarded to a central position for review and followup. What most organizations “know,” but don’t yet deal with, is that most of their customer complaints result from just a few processes and structural flaws. The CSR is the person most often to hear and/or record the “customer’s complaint.”
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Sid Chadwick
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