Create an action plan based on the scenario.
Ian Wilson joined MWTCo 3-years ago as a Customer Service Representative. While Ian performs his job satisfactorily, there are several areas that require improvement:
-MWTCo requires CSRs to comprehensively document all client interactions in a program called Sales Force. These interactions must be documented with 24-hours of the occurrence. This is an important and effective way for any CSR who speaks with a customer to have a history of interactions with the customer and to provide exceptional customer service-a goal of the organization.
-Ian often answers his personal cell phone while sitting at his desk. This is against company policy as personal conversations may serve as a distraction from other CSRs who are servicing customers. Ian knows the policy; but due to child care issues (Ian is a single dad), is overly sensitive to calls from his son's school or child care provider. The co does not mind employees taking personal cell phone calls; however, it requires a CSR to log out of que and step into a private space to take a call. Ian's fear is that he may miss a call going through the two aforementioned steps and it may be an emergency.