"No, Mr. Jones. We will not process your return!" - Handling Customer Service Management Issues

Situation
General information of the situation
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Situation

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You've taken the first step of your learning journey. Read through all of the Sitch details below. Then proceed with Analysis, Solutions, Results, and Feedback. When you've provided your answers and ideas, you can request help or insights from your peers, team members, or leaders by sending an alert message. Completing all the items in the Sitch process helps you examine the work situation, issue or challenge from different angles and in effect, expands your expertise.
What's the Situation?
"I told you several times, Mr. Jones, we will not process your return!" We are experiencing a high volume of repeat calls from disgruntled customers. The customer satisfaction survey results are disappointing. My team of agents' morale is low, and the pressure from operations management is high. I need solutions fast!
What's the biggest challenge?
What would you do to resolve this decline? Where would you start? How will you solve the issues?
What's the objective?
How do I turn this around? I'm in so much pressure to improve our team's customer service satisfaction ratings. If you are in this situation, what will be your resolution?
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Ray Jimenez    
January 22, 2017