B1. As a manager, you expect your call center team to deliverthe highest level of service on the phone. Based on theexpectation set by the Headquarter, you and your representativesteam need to develop good rapport with customers, gather thecorrect information to set your field employees up for success,and share with the customer why your company is the bestchoice for their home service needs. Your customer servicerepresentatives are often viewed by consumers and othercompany employees as the least-paid, least-trained, and least-respected people in your business. This mentality, and acompany culture that cosigns it, will not work long-term.Managers need to make it clear to all employees through words,actions, and behaviors that the role of a customer servicerepresentative is vital to your company. Therefore, it is crucialfor you to engage with your front-line employees. Show themhow the duties they perform each day factor into the company'soverall success. From the above caption, explain what are thesteps the manager needs to follow in order to help him ensurethe team meet the expectation and standard. Your answer shalldiscuss the steps in managing employee performance and ONE(1) best method to do performance appraisal.

PERFORMANCE APPRAISAL: Performance appraisal is the process of accessing the employee's performance…

B1. As a manager, you expect your call center team to deliver the highest level of service on the phone. Based on the expectation set by the Headquarter, you and your representatives team need to develop good rapport with customers, gather the correct information to set your field employees up for success, and share with the customer why your company is the best choice for their home service needs. Your customer service representatives are often viewed by consumers and other company employees as the least-paid, least-trained, and least- respected people in your business. This mentality, and a

B1. As a manager, you expect your call center team to deliver the highest level of service on the phone. Based on the expectation set by the Headquarter, you and your representatives team need to develop good rapport with customers, gather the correct information to set your field employees up for success, and share with the customer why your company is the best choice for their home service needs. Your customer service representatives are often viewed by consumers and other company employees as the least-paid, least-trained, and least- respected people in your business. This mentality, and a

Understanding Business

12th Edition

ISBN:9781259929434

Author:William Nickels

Publisher:William Nickels

Chapter1: Taking Risks And Making Profits Within The Dynamic Business Environment

Section: Chapter Questions

Problem 1CE

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