Performance Management Research Of Customer Service Department Of T Company

Under conflicts of the trade and economics which caused by some countries,some countries have taken the active or passive actions to prevent damage and protect their own interests.Thereby,the conflicts affected global economics development and slowed down the rate of growth.At the same time,because global trade environment became increasingly unstable.The difficulty and the risk of transnational trade rose gradually.The multinational logistics company faced significant problems,what kind of the operation should be applicable for sustainable development under current tension.Many trade disputes in history have caused trade volume decreased between countries and impacted logistics industry development.The logistics company encountered business and profit declining.Therefore,in addition to continuously developing new businesses and markets,the enterprise must improve and strengthen management to enhance employee working performance,which facilitate the benefit of the company or lower losses.The above ways will offer the sustainable power for the development of companies.T Corporation is a multinational delivery services company,which is affiliated to T Express.There are multiple department within the company,which has its own assessment and indicators.The assessing objectives are kinds of and the performance improvement is the goal of each department,in which the managers pursue because it is relevant to the development and operation of the company.The customer service department,the company's vital channel to the customer,take the responsibility to communicate with the customers,promote the business and provide the consulting inquires.The employee performance results are what the department management team concerns mostly as it is the key operational index of the customer service.By analyzing and evaluating the current status of the department performance,the voice of employees is consolidated with questionnaires and surveys.Afterwards,the existed problems and findings based on the consolidated data and information are sorted and researched to employee incentives,workflow processing,on-floor working environment and training management.In response to what are found,Customer Service managers take the implementation to improve the department performance with the following suggestions.Firstly,improving the on-floor working environment.The customer service department can allocate new hires by setting up a specific zone in order to prevent the employees from affecting each other's performance and to coach the new hires with the specialists.Secondly,optimizing the processing.With electronic and innovative solution,the customer department can streamline the standard of procedure and take importance to the timeliness of process updates.The department can depend on technical methods to achieve the information & data transmission and enable the employees to handle the case in a unified electronic platform.Thirdly,optimizing training modules.Strengthening the sharing of employees under training and post-training by utilizing new technical applications.It could support the new hires to apply to real and practical case easier,adapt the job faster,lay the foundation for future performance improvement and maintain the team performance improvement from beginning.Fourthly,it is employee performance evaluation and incentive management.Customer service department can provide feedback on employee performance results by providing rewards and punishments that were not available before.At the same time,the management team should focus on performance appraisal of employees and take notice to employee's mindset and attitude on performance improvement in processing.The research is based on the productivity oriented to the Customer Service department of T Company.Under the current trade and economics environment,the research provided a practical sample for express company which is required strengthen management to achieve the development,the guidance and reference for the employee performance improvement of enterprises and customer service industry with performance management.