Reward and Compensation Strategies, a Comprehensive View of Developing a Performance Pay Plan

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ASSESSMENT # 5 Strayer University Bus 525 Reward & Compensation March 28, 2010 Assessment #5 This report has been developed to address how companies an motivate their customer service team’s behavior to achieve the organization’s business objectives through a “pay for performance pay plan”, which is used in the federal government job sector. Throughout the U.S and internationally, customer service has become the primary structure of many companies . Customer Service is the central base used to communicate a company’s goods and services , commitment to its customers, and to achieve sales. Large companies normally have several departments that provide…show more content…
170)? Next, it is also a great tool to gather reports that are generated from customer service contact recordings and managerial call monitoring to identify trends, problems in training, and success in call handling. Most companies that use customer service as one of their vivable tools of business, offer the consumer an opportunity to express their feelings about the service they receive, these reports are also great tools to use when assessing possible areas of concern in providing customer service. Once all information is gathered and assessed, it is then time to address the issues and concerns that have been identified by management, employees and consumers. New business strategies derived from all information gathering methods described can be used in the implementation of training, coaching, development, and a pay for performance business strategy. The final outcome of management research and analysis can be provided to all employees so that they are informed of the actions that management has taken to address the problems that are faced by the workforce of customer service. These actions should include the development of new strategies to successfully achieve the business objectives associated with the company’s mission statement and goals, in addition to the new pay for perfomance plan. The actions associated with assisting customer service representatives in obtaining

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