Theieiei

Culture assessment

Service philosophy or mission is the approach that an organization takes to provide excellent services for the needs of the customers. Mission is direction or focus of an organization that supports day to day interactions with customers. The employees I work with all know what the mission is, and it is to help and satisfy the customers. We interact with customers every day over the phone whether it is internal or external calls.

Employee roles and expectations is tasks assignments that service providers use, employee expectations is perception about positive and negative aspects of the workplace. Our manager sets an expectation for us monthly. The expectations is based on average handle time, first call resolutions, talk availability, empathy and how caring we are towards the customers. I meet with our manager at the end of the month face to face and go over how well I are doing and what I need to work on.

Policies and procedures is an organization company policy meaning that the company have a certain rule they have to follow. The organization I work has a lot of procedures like if an employer wants move their payment due date to another day we give them a three day grace period after the three days there is an automatic late fee of anywhere from $5 to $15 assessed with the payment. We also follow the law making sure that we are charging the customers the right amount of premium for insurance. We have the same policies for external and internal employees so the customers would get the same answer when they call in to the office.

Management support, every organization needs this because employees cannot be expected to handle every customer related situation that develops. They would have to depend on the knowledge and assistance of a more experienced supervisor or management. Our managements provides support every day. At the company I work for, when a customer calls in asking for a request and I can’t fulfil their request they...