You have been promoted. after few weeks you noticed that your team are not giving out customer feedback information to your customer. how would you react?

Dear Jessica,

First of all, I will check which agent/s are doing that then I will have a one on one meeting with them to understand the reason behind it in order to solve the issue. If the reason was valid, I will take it into consideration and fix it, if the reason was invalid, mainly an agent performance issue, I will notify him and warn him that next time a warning will be given to him for not following the work policies.

Thank you for the invite,

First and foremost you should identify the exact problem, is the whole team doing it or are there are few individuals doing it?. Let's say that there are a few that are doing it, call a team meeting and emphasize why customer feedback is important, give out reasons why this is important to the success of the business. Do not be accusatory but let it be known at the same time that every individual's performance is being monitored by you and ultimately the higher up. You should always try to instill responsibility in your team members first. There is a good probability those individual will set things right, if not, take them aside in a one on one meeting and try to find out the reasons that is preventing them from doing their task, do not be harsh and angry, sometimes being curious can give out a strong signal to the employee to "shape up" so to speak. Even after that the said employee(s) continue to go on as before, then a disciplinary action should be taken against them based on their track record.  

Thanks for invitation -

Create a suitable replacement immediately.Stop the work of the team.Tow Group.The inclusion of the new team in action.Meeting the team and try to solve the mistakes immediately.Re-skilled them to work.Converting the rest of them to other sections.

There are a few issues here. The first being the non-conformance to process requirements which translates to performance management issues and the second being failure to keep the customer informed about their business.

The customer service issue would be paramount and the gap closed to ensure there are no repeat perfromances.

the next step is to determine the root cause to the failure. The failure needs to be understood so that the necessary corrective actions can be implemented.

you will find in most cases that the failure in process will be as a result of communication or knowledge of the process requirements due to poor training.

Either way, once the root cause is found, fix it and train the correct process to the staffs required. Always ensure you have a Plan B...

Thanks for invitation ,,

Urgent meeting with my team should be made to explain the necessity of customer's feedback along with implement the corrective action procedure via communication levels and authorities.

With Best Regards

I think immediately we need to have a meeting with the team to know what made them to act so and make them understand what are their duties being a customer service agent or so and ask them adhere to them warn them otherwise will have to face the consequences for their irresponsible behaviour and acts in disciplinary proceedings. Thanks.