Customer Support Specialist.
1. Kindly find the link to my Google sheet below, for the grading of agents. The Grading and Performance of the Individual Agents. Click here
2. As the manager of these two agents, Shadene and Daisy. I rate them the lowest because they didn’t focus more on customer satisfaction.
3. As a manager with limited time(Days), I will reassign their tickets to higher-performing agents, to get the tickets properly closed and customer's concerns resolved.
4. The advice email for Daisy, kindly Click Here.
5. The advice email to Shadene, Kindly Click Here
6. i. I plan on providing agent training. Continuous training is key to enhancing agents' productivity, helping agents stay up-to-date with the latest industry trends, and improving their problem-solving skills.
Ii. Outline the job they are expected to complete, detail the standard they need to meet, and ensure they understand the level of service they need to provide customers.
Iii. Leverage customer self-service solutions, to help agents focus more on complex customer needs and also enhance customer satisfaction.
Iv. Introduce user-friendly CRM tools to agents, to enhance their ticket-closing ability with ease.s