In relation to Customer Service Management, one of the first things you should know of is the standard group structure of buyer services department. Because before thinking of "how to manage", you should know "what to manage".
As I've already created in previous article which was kind of an introduction to customer care, I'm better in in the Telecom sphere because associated with my past work expertise. So, let's go straight to the issue. What is the standard group structure in customer care department in Telecom ball? Here are the primary groups that should join any organization:
1) One on one Appeal Groups: These groups include the teams which are typically addressed by customers. It may be divided into:
a) Entry Desk / Front Place of work / Reception
b) Contact Center
c) Helpdesk on Company's Official Web site / Internet Hot Speak Line / Online Referrals Admin
These three groupings are (in warfare terms) the particular forefront. Employees who receive the first artillery attack associated with frustrated, complaining and irritated customers. These guys include the most worn-out, tired and stressed members from the whole department. They are also by far the most inclined members to leave the company (or get promoted) in two years. For more help, you can browse http://www.fidelum.com/.
2) Return Groupings: These are the members who come back to customers after a certain investigation of their complaints. It can possibly be divided into:
a) Buyer Complaints Handling Group
b) Buyer Requests Handling Group