Nt1330 Unit 9 Final Paper

CSR is all about businesses understanding the effects that they have on the community/wider world. Businesses will use this impact in a positive way to

As part of this new strategy, the company has dedicated itself to the hiring of 5,500 new customer service representatives (CSRs) over the next three years, as well as boosting training for current and future CSRs. The company also plans to roll out technological upgrades to enhance the customer experience, including the ability to fix problems onsite immediately and offering customers a callback service to eliminate the need to stay on hold for long periods of time. Implementing financial monitoring and control strategies will also play a pivotal role in implementing these strategies.

In my time as a CSR at NMI, about a year and a half, I have successfully assisted customers with their requests, concerns, and complaints.

Our staff in India carry out a variety of duties to support the work completed by my team, including the logging and processing of correspondence received from customers and the FOS. Any mistakes made processing this correspondence can cause serious detriment to customer experience whilst making a complaint; making it essential for us to maintain an open line of communication with India.

In customer service, everyone should always be prepared to anticipate unasked questions. With being prepared, our members will feel we are paying attention and

The seven steps of the training design process are: a needs assessment, ensuring employee readiness for training, creating a learning environment, ensuring the transfer of training, developing an evaluation plan, selecting a training method, and monitoring and evaluating the program (Noe, 2013, p. 11). Starting with the needs assessment, it consists of “three elements: organizational analysis, person analysis, and task analysis” (Noe, 2013, p. 121). Organizational analysis “is concerned with identifying whether training suits the company’s strategic objectives, and whether the company has the budget, time, and

Performance expectations need to be understood and where possible to involve a contribution from the employees. Performance of individual contributions toward the organisational objectives therefore any organisation should provide training to ensure their staff is capable or perform well in their job. When business strategy is being formulated, the organisation should consider how to develop existing employees, rather than necessarily recruiting talented new people. Not only can training contribute to the organisation’s ability to achieve its objectives, but it can transform the lives and prospects of the individuals who benefit from it. Many prospective employees will judge whether to work for an organisation partly on the opportunities for advancement it affords them.

In order to make this transition, however, we are required to wear many hats. Let's examine this situation further by looking at two brief scenarios. Customer service representatives of old may have been confined to taking or processing orders. Now, however, CSRs are key players, required to sell new features, to inform existing and potential customers of new services - to do more than

The system contained 100% of the requirements that are mentioned by the customer that they want in the IOC system(Knorr, 2005).

Keeping your company operating like a well-oiled machine is not an easy task, especially if your business has a high turnover rates, such as retail. In order to reduce the amount of time it takes to train your new employees to reach their full potenial, you need to develop a training system that is streamed-lined, effective, and efficient and  gives your new employees the skills needed to be a good employee without overburdening them with too much information. Finding the balance between too much and too little information is the key to designing the most effective training system for your company.

Once a brief overview of the CSR discipline as well as its main benefits for consumers and organizations have been stated, it becomes clearer and relevant to state the Aim and main objectives of this academic investigation.

The Company firmly believes that CSR is primarily, the responsibility of the Company in relation to the impact of its decisions and activities on the society and also the Environment, through a transparent and ethical behavior which is:

There is a tradeoff when it comes to products and services between individual desires and community responsibilities. Yet, at the end CSR practices tend to lead to the final decision in the market.

Quality customer service is necessary to attain high levels of customer satisfaction. The company’s Call Center is usually the first department in the company the customer contacts for service, and the first person the customer communicates with when he or she are not satisfied. The employees who work as customer service representatives should be professional and not ineptitude. In efforts to prepare CSRs with skills and knowledge available to them, the company must provide modern equipment, training, incentives to recommend, and retain qualified employees (Lucas, n.d.).

CSR can improve the company’s reputation and branding and this in turn improves the prospects for the company to be more effective to attract new customers and increase market share.