These management tips are brought to you by your printing industry association…
The customer service representative’s role varies dramatically across the industry. In some instances, the individual is an extension of the sales representative and heavily involved with customer contact including face-to-face visits. In other instances, the CSR is a project manager whose role is to take the handoff from the Rep and coordinate purchases and schedules.
With the advent of technology, this individual’s role may also include interfacing with portals, inventories and software/database analysis. Historically, these individuals were salaried (but, in many cases, hourly employees, dependent upon duties and wage/hour regulations). There is clearly an argument to compensate these individuals differently as their role becomes more instrumental in expanding account penetration and retention.
All the more reason to create incentive plans which include a bonus or commission based on account performance.
While there is no commonly accepted practice, there is merit to this argument, given the reality of the CSRs importance.
Thus, the need to create a methodology to incentivize them, whether through a bonus or commission. Because of the nature of their duties, a salary base plus an incentive is essential.
Bob Lindgren
The Management Guys
818-219-3855
bob.lindgren815@gmail.com