Ahmed salem mahmoud Thursday, March 3, 2022

Group 60 A

The delivery Gap - Capiter

Ensure that performance Meets Standards and the customer understand the quality level
of delivery
 Ensure Customer service team are motivated and able to meet service standards
1- Selection of new team build on competency assessment and personal qualifications
ensuring to have a team with same mentality, attitude, and common preferences
2- After hiring; new team members pass through training programs starts with
induction training to the company internal processes; mission; vision; objectives to
clarify employee role.
3- Next training program is on job training which help them to understand how their
job contribute to customer satisfaction in addition to wise training on the service
with standardized KPIs,
4- Last level is orientation of the team across different services to build strong cross
functional service team that can offer customer centric.
5- All the team before starting their job; they have performance appraisal meeting to
clarify employee’s role and ensure that they understand their jobs and their KPIs
relevant to how to deal with customer satisfactions, expectations, perceptions and
problems
6- Performance appraisal to be done quarterly which help in rewarding outstanding
performance team and individuals as well.
 All the team is provided with needed tools; laptops; mobiles software access
1- Using upgraded devices with needed software and instant IT service to support any
breakdown.
2- Record customer calls and provide rating survey to evaluate customer service
employee.
 Manage customer service quality.
In parallel; Capiter used to conduct special trainings to their customers on how to use the
service and the actions to be done when facing specific problems or challenges.

1
Ahmed salem mahmoud Thursday, March 3, 2022
Group 60 A