Customer service || the role of head of service

In customer service the role of head of service is such a vital along with burning coordinating position where management expectation, sales expectation, audit expectation, SCM expectation, Factory expectation, SQA expectation, QC expectation, R&D expectation, Accounts expectation, Finance expectation, IT expectation, operation expectation, Technology expectation, Call center expectation, Marketing expectation, Product expectation, others relevant stakeholders’ expectations and definitely customers’ expectation merge together. No doubt it’s a challenging functional position as at a time to satisfy all stakeholders is really tough. But responsibility is responsibility where no other option than trying continuously to solve customer complaints! Logically head of service should be a strategically position whose main work would be focused on planning & designing rules and regulation with proper synchronization with budget and to motivate teams targeting company profit. In customer service sometimes some decisions are to be on demand based. So in practical, head of service has to engage in work not only in strategic level but also in operational work. Obviously that’s a loaded duty! A passionate, practical and cool brained customer focused strong leader can be successful as a head of service if he can manage good correlation with all stakeholders showing always positive attitude. Otherwise, the position may be turned to a dangerous position to be ashen anytime!!

Customer service || Important KPI RTAT improvement

 

One of the most important KPI in customer service is RTAT or TAT. RTAT refers to Repair Turn Around Time. It can be addressed as TAT (Turn Around Time) also. As a definition, we can say that it is the time it takes you to complete any given task or proper repair work. Obviously the quicker you effectively solve an issue, the sooner you can move on to the next issue.

RTAT or TAT is one of the most important KPI in customer service to judge after-sales service or relevant customer service of any company or band or organization considering negligible repeat jobs.

In customer service effective and efficient reduction of RTAT or TAT resembles that customer service team is working with continuous improvement targeting to gain a happy experience of customers.

Recently in Bangladesh, the customer service team of Butterfly Marketing Limited (LG-Butterfly) has shown remarkable improvement in RTAT. Definitely, their management and team deserve Big Thanks for this development journey.

Year	RTAT (day)
2018	13.40
2019	7.37
2020	3.31