Customer Service Survey

We conduct customer service survey based on the list of the names of your clients .In this survey there will be  several questions; some of these questions tackles skills issues such as how much knowledge the front line staff know about the nature of the service or the product .if it shows that little is known, then training is suggested. In the survey, there will be a question about how good the staff is in communicating with the customer, if a deficiency is there then we suggest to train the staff on the communication skills.

The survey will show us what the problem issues are and how long it takes to address them .Here we have to study the action process and how it can be speeded up.

Or what we can do is that every time the customer comes in contact with service staff we immediately survey the customer and get immediate feedback. This process takes longer time but it captures the immediate feedback of the customer.

We then compare the skill set with the customer feedback and that way we determine where the problem is and draw an action plan on how to address the issues that are coming out of the survey.

The other step which needs also to be done is to survey the staff themselves because for example some staff could be very skilled but they are demotivated, may be they have an issue with compensation or with work environment .Once we identify the demotivating factors we can address them and thus bring the performance level up.                                                                                                                                                                      The three surveys; the staff skill survey,  the customer’s survey, Soft skills and management training the staff survey all can be done on line on web sites. We will provide you with all the feedback and suggested action list that will help address the problems .The feedback you get is almost instant and you have the choice to get the feedback in full details or the summary of it.

To enhance career development

Where should an organization start in order to put career paths and career development service programs into place? Some suggest  s that a good way to begin the process of defining how and where employees’ skills match different jobs is to develop a job skills matrix. The matrix should be designed with all the possible job titles down the left side and the necessary skills on the other side.

Using job descriptions, the skills matched with the job title. The skills could even be ranked by importance for each position. For example, communication skills might be rated "5" on a scale of 1 to 5 for customer service positions and "3" for an accounting position. An interdepartmental council, composed of department directors, could handle the task of matching jobs and skills. 

The matrix development process can be spearheaded by HR and can be as basic or sophisticated as a firm needs it to be. It can be developed through an HR software solution or completed manually using a spreadsheet or grid depending on the size of the firm and number of jobs. The completed matrix could be used in two ways. Managers could use it to review each employee’s current skill sets and fit with other job opportunities. Employees who are interested in other job opportunities could also benefit from the matrix, as they can learn what skills they may need to acquire to make a career "move."

The development and use of a job skills matrix makes job opportunities available to all employees. It takes the mystery away when employees want to determine what additional skills they need in order to get ahead and provides an objective tool for HR and managers to use when they need to fill jobs or assist employees in developing career paths.