Project Performance Plan

Details

Employee name Nicole Mäinlander

Employee position Customer support officer

Manager name Mark Penfold

Manager position Managing Director

Date of plan 03/05/2020

Period of plan 3 months

Interim review date 05/08/2020

Final review date 07/08/2020

 Objectives

Outputs (Tasks) • Provide outstanding service to customers consistent with the company values
• Resolve customer questions and issues within the scope of training and role
• Escalate customer issues and questions to management as appropriate
• Identify customers wishing to or likely to want to upgrade or purchase additional products or services
• Work closely with members of the sales team to refer customers as appropriate
• Encourage customers to complete surveys relating to their customer experience

• Customer surveys completed by 15% of customers who contact customer support

Key Performance Indicators
• Customer support staff receive an average survey rating of 4 or above on a rating scale of 1 to 5 (5 being excellent)
• Surveys identify that 85% of customer questions/ issues are resolved within one phone call

Development activities Formal:

(Formal and Informal) 1 - The ultimate guide to training for Customer Service and Support.
Customer service training is the training and teaching that employees undergo to improve customer support and satisfaction. It’s an
iterative process that involves teaching skills, competencies, and tools needed to better serve customers so they derive more value
from products and services.
Duration: 1 month.
Cost: free
Type of training: Customer Service Representative; Rather than responding to customer outreach, they reach out to customers and
offer product and service solutions, discounts and sales, company news, and other forms of proactive communication. Typically,
customer service reps have a certain number of calls or emails that they must hit every day to meet their goals.

2 - Perfect Phrases for Customer Service (book)

3 - Above and Beyond The Call of Duty (book)

Informal:
1- HR Welcome Training
2 -Workplace Mentoring
3 - Webinars
4 - Personal study/research