Read throagh this sce policy with your degree in busi- o up epan rom co very har
ID: 332689 • Letter: R
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Read throagh this sce policy with your degree in busi- o up epan rom co very hard to lead this d ing at Connecticut Mutual Insurance (CMI), filling in as an members. You know that it'll be intern on a number of different jobs while employces took their ment without Lillian's support vacations. You have received and accepted an offer to join CMI full time as supervisor of the policy renewal department ness administration. Your've spent the past two summers work-old lady of the department-carries a lot of weight with gn Using your knowledge of Jeadership ccet, which lead. ership style would you choose? And why? Experiential Exercise Preferred Bank Card, Inc. To: Pat Muenks, VP Employee Relations From: Jan Plemmons, Customer Service Director About: Leadership Training I agree completely with your recommendation that we need for our customer service team with keeping our customer ser- some suggestions for how we might present the information in a way that would be interesting. We need to get started on this immediately, so please get this report to me by early leaders. These leaders struggle vice reps focused on our goal of providing timely, accurate, next week and friendly service to our bank card holders who call in with questions or complaints This ictionalized company and message were created for educatiora purposes only, and not meant to reflect positvely or negatvely on manage Put together a one-page proposal that describes the ment practices by any company that may share this name leadership topics you think should be covered. Also, give meExplanation / Answer
Ans:- The leadership topics that should be covered under for customer service team leaders should be:-
a). There should be training on empathizing with customers on any kind of grivance.
b). How to deal with extremely dissatisfied customer. How to make him feel that his complaint is taken seriously.
c). There should be defined TAT (turn around time) for different category of grivances.
d). Successful resolution of grivance leads to creation of good impression in the mind of customers. So there lies an opportunity to cross sell and upsell the customers with range of products.
e). Bank card holders generally have complaint regarding card charges. This should be clearly communicated to customers along with billing frequency and any extra service provided on card.
f). The customer service team should also be appreciated on the basis of their performance. This can keep the team motivated and go to extra mile to serve the customers.
g). The team members should be given a tag like employee of the month, employee of the week to keep them motivated.
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