Even though many organizations will evolve their customer service structure overtime, ideally here is the best place to start ! The goal is to ensure we build a customer service team that's responsive to customer needs, delivers on our"customer-centric" values, and collaborates with field operations. We need the right people and job roles. Check out this process below:
- Pick an organizational structure
- Identify the job roles/titles
- Form specialized teams
- Implement a hierarchy
- Identify opportunities for team members to grow and move through the structure
- Monitor performance, coach employees, and revise structure if needed