1. Planning Real Estate Office CSR Event
   
   • Customer complaints are up 25% in the last 12-month period
   • Data collected from surveys, tickets tracked through Customer Support (email, letter, and phone complaints)
   • Issues from customer perspective include poor initial service, wrong orders sent out, poor follow-up on complaints
   • Staff report issues as not enough staff, overloaded, improper training, no support, poor outlines of expectations of them and the customers
   • Losing customers, and spending a lot of money on sending out credits, free gifts etc. to make customers happy, high staff turnover, low morale
   • Corporate event for CSR and clients
   • Specify who tasks this - who advocated there is a problem? Why? (customers are complaining, losing customers etc., complaints are up)
   • This will be a training seminar for the reps
   • Will have breakout sessions with reps from client companies to specify what issues are and to brainstorm resolutions
   • Will need to bring in trainers, guests speakers - how much will they cost? Will need gifts for them.
   • Will need to provide materials
   • Will need to feed everyone - all day event? What will you order? From where? Cost analysis on different companies/costs
   • Clean up after event - will you need to have someone come in or will it be covered in cost of facility rental?
   • Will need to coordinate facility - on site? Off site?
   • Any transportation expenses for trainer/speaker
   • List your expense and justify each one, estimate of cost
   • Goal: to improve the customer relationship between staff and customers
   • A 25% decrease in complaints in a 3-month period and stability in the CSR Dept.
   • How you will track the success of the training after training?
   • What future goals do you want to see with reference to complaint reduction - such as on-going customer service rep training (e.g. every month/quarter/semi-annually/annually)
   • Internal morale strategies - low/no cost - to keep morale up - such as certificates for best results over a week/month/quarter

Answer rating: 100% (QA)

Tasks and Advocates 1 Identifying the Problem The customer complaints data was likely analyzed by the Customer Support Manager or a designated team re... View the full answer