Great Customer Service Starts with Great CSRs

3. The third and most critical step is to implement a thorough, quality-enhancement process for the customer service program. This goes beyond monitoring calls to putting in place a system that evaluates each part of the CSR’s contact with the customer. Once this is in place, share the process and the expectations with your CSRs. This way they will know what is expected of them and how they will be evaluated. This will help to ensure that each call is handled with the same high level of service that your customers expect from your company.