Instructions Part A - You are required to demonstrate your ability to develop KPI's to monitor progress and obtain customer feedback.

You will use performance information and customer feedback to review customer service strategies and produce a report with recommendations for Key Performance Indicators (KPI).

1. Develop a set of KPIs for ‘Innovative Widgets' (Appendix 1) customer service representatives. KPI's should address the customers' and business' requirements identified below:

a. call/enquiry/complaint handling time

b. ability to handle complaints

c. identifying customer issues and opportunities to increase customer satisfaction or meet customer needs

d. assisting team members to improve customer service

e. assisting other internal customers of customer service team

f. customer retention

g. ability to record and store customer information

h. customer satisfaction

i. manage record/reports.