Bogusia
How do you measure a success in a CSR position?
Upcoming interview #finance #banking #customer-service #customer-relations
13 answers
Danielle Koch
Danielle’s Answer
Customer Service is simple and can be summed up in 2 phrases....Be Nice and Fix Stuff :-)
It's simple, however it's not always easy. Sometimes customer are upset, angry, escalated, etc. The ONLY way you're going to be able to successfully help that customer is to de-escalate them first, before resolving their issue, the customer has to KNOW that you have their best interest at heart. The only way to do that is to provide strong acknowledgment and assurance statements not only at the beginning of the exchange, but throughout as well and not taking it personally. Believe me, there is no more satisfying apology you're get then from the formerly escalated customer who is not so grateful they had a chance to work with you!
Amanda DeGrave
Amanda’s Answer
Katya Lev
Katya’s Answer
third, there are competencies that your company will hold you accountable to such as : teamwork-how well do you help out your team, how to take feedback from your peers,, judgement- making job decision backed on your job knowledge. core values-do you live and breath your company values. communication skills- how well do you communicate with peers and clients.
your daily referrals are based on the branch goals- for example you will be trained how to match client needs with the bank products -there is a selling goal because your branch and your company wants to be profitable;however, you want to always make sure that you only conduct ethical selling and not pushing products to our clients. It’s important to always explain the benefits, understand your clients, understand what’s important to them in their financial life and then either refer to your platform associate and other departments.
Also,Community involvement is very important- there is a certain amount of hours that your company would want you to spend in the field and helping around different areas- the most important ones are Financial Literacy t children or junior achievement but also you could choose to do something like cleaning the public parks, being on the board, delivering food to the hungry ones, ets.
also, you will be scored on how well do you know your basic job function-can you operate by yourself without constant support- how well do you support the team goal and not just an individual performance.
Cassandra Horns
Cassandra’s Answer
Knowing the difference between empathy and when to apologize.
Having great listening skills, some customers just want to vent, giving them time to express themselves and giving them a genuine assurance of help goes a long way.
Adele T
Adele’s Answer
This is likely to depend on the type of customer service you are involved in -- high touch (fewer perhaps repeat customers) or high volume. I'll address the second type in my answer.
For high volume customer service, you generally need to be able to measure success based on simple and common metrics that can be measured quickly. Two easy approaches are "Was the problem solved?" and "Are you satisfied?" You'll often find these asked in phone/online support channels.
"Was the problem solved?" measures whether the issue was fixed. That's what customer support is ideally supposed to do! High resolution rate means that more customers are able to use your product who weren't able to previously.
"Are you satisfied?" is also needed to measure how the issue was handled. Sometimes, you are not able to fix the issue, and in those situations, it is also the job of customer service to seek a positive outcome and preserve the customer relationship. Depending on how the company perceives its brand, it may even be more important than the first metric.
Jennifer Monica
Jennifer’s Answer
Charmaine David
Charmaine’s Answer
Dhanesh T
Dhanesh’s Answer
Are you talking about Customer service representative or Corporate social responsibilities or anything else in special??
Can you abbreviate CSR?
Customer service representative at the Bank
Bogusia
Dianne Shayne King
Dianne Shayne’s Answer
Robert Taylor
Robert’s Answer
Good luck!
Tina Kennedy
Tina’s Answer
I personally measure my success in a CSR position knowing that I have done my best to assist the customer and making their experience top notch. I believe in the Platinum rule -- treat customers like they want to be treated. Make sure to provide accurate information. Don't speculate. Take the time to make sure to get it right. Customers may seem like they are in a hurry, but are more than willing to wait to get the right information.
Many businesses measure their customers interactions with surveys called NPS scores. These are helpful to tailor your interactions as you learn.
Tanya Brown
Tanya’s Answer
Christopher Remington
Christopher’s Answer
In my opinion, the main measure of success for a CSR is whether a customer remains a loyal customer. You may not always be able to meet a customers needs or expectations depending on your companies rules and boundaries vs what the customer is asking for. But you can always be empathetic and polite and listen and then provide the best solution to your customer that is available. If you are unable to fully meet the customers expectations, take the time to explain the situation to them and do all you can do to make them happy. Customers will respect transparency, empathy, and feeling that you are willing to spend time with them to help them. As we are all customers to someone, we know the worst feeling is when we don't feel the CSR is listening and understanding or is trying to go fast to move on to the next customer.
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