Problem: Develop a set of KPls for John Reading's customer service representatives to ensure that a quality service can be provided. The KPls should address the areas of customer service and align to the business requirements. Ensure that the KPl's you develop include details for each of the following:
a. Call/enquiry/complaint handling time
b. Following organisational procedures
c. Identifying customer issues and opportunities to increase customer satisfaction or meet customer needs
d. Assisting team members to improve customer service
e. Assisting other internal customers of customer service team
f. Customer retention