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Evaluating Customer Relations Managers

Author ftsang
#1 | Posted: 21 Sep 2006 19:56 
Hi all,

I have a team of Customer Relations Managers who are not associated with the Customer Service helpdesk. We are more like a team who build a strong bond and relationship with the customer, making sure things are smooth between them and the customer service helpdesk.

I now need to have some ways (tangible) to evaluate the group. Kindly provide some ideas, website, articles or anything.

Thanks for all your help and advise in advance!

Author KarenSB
#2 | Posted: 3 Oct 2006 15:05 

You could implement a team "360" survey...poll customers (internal and/or external), peers, managers, etc., to measure effectiveness of team, team members and team leader. Some resources: Personnel Decisions Inc (PDI), Lominger Limited, SHL, DDI.

You'd get a measurement on the team (as stated), and you could also use that as a benchmark for future evals.

Good luck!

Author remonshaker
#3 | Posted: 13 Feb 2007 11:02 
I need your advice, I am working as a customer relation so we used to use CRM to organize our work, I have inquire and I hope that some one will reply to me is it logic to create CRM tickets (customer issue) and close it in my side without assigning.

Will appreciate you reply

Author Serge Markovich
#4 | Posted: 14 Feb 2007 00:25 
You create a ticket, assign it to an appropriate person (maybe to yourself) for resolution, the assignee resolves it and then you close it if everything is OK.

It's the simplest workflow. There can be more complex ones when more issue states are used, more people are involved or the process is more formal.

Hope that helps.

Best regards,
Serge Markovich
Customer Support Professional Blog

Author remonshaker
#5 | Posted: 14 Feb 2007 06:50 
Dear Sege,
I want to say thank you so much for your fast response i realy appricate it.

Yes it help
Remon Shaker
Customer Relation

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 Evaluating Customer Relations Managers

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