Steve:'Over the last four weeks, myself and Jill have gone over the performance statistics for the customer service department, the response rates, closing down enquiries'
Fred:'Excuse me for interrupting, but who asked you to do this? I'm the Customer Service Manager and I wasn't aware that this was taking place.'
Steve:'It was the Sales and Service Director.
So, as I said we have looked at the different performance statistics and we have found that although the majority of teams are meeting their targets, they are doing it by manipulating the statistics rather than providing a good level of customer service.'
Fred:'Just a minute!, how can you say that? I haven't seen you down here reviewing my team!'
Steve:'Do you mind if I finish?
As I was just saying, our review has shown that the level of customer service isn't up to the appropriate standard. We came to this conclusion by monitoring a random selection of responses to customer emails and customer phone calls to the service desk.'
Sally:'Sorry to butt in, but may I just ask what the percentage of this random sample was?'
Steve:'Well, the sample covered the whole service desk and'
Jill:'If I can just come in here Steve. I was responsible for doing the monitoring. And over a period of two weeks, we monitored on average 5% of customer calls and 3% of emails.'
Sally:'To be honest I don't think that monitoring 5% of customer calls and 3% of emails gives a fair representation of the quality of service the customer service department is providing.'
Steve:'You may have a point there and it is something that we have thought about. But it's the standard random sample size we've used before.
So, as a result of our review we have come up with a number of recommendations that we feel should be implemented to the customer service department as soon as possible. The first of these is restructuring the teams to specialize on specific customer issues rather than on geographical areas, we'
Fred:'Hang on a minute! Have you thought about how long that will take and'
Jill:'I think you should let him finish!'
Steve:'Fred, let me come back to that later! As I was just saying,'
Fred:'I'm sorry, I don't think you have thought this through.'
Steve:'May I just finish! You'll have an opportunity to make any comments shortly.'