Quality Monitoring. The purpose of quality monitoring is to assure courteous treatment and superior service for Buffalo News customers and to assure an accurate exchange of information between callers and their News contacts. When managers monitor employees’ telephone contacts, they will be analyzing the contact for appropriate performance in these four key areas: information gathering procedures, adherence to established customer service procedures, knowledge of products and services and telephone etiquette. TRAINING Managers will train all employees involved in customer contact on the requirements of good customer service interaction and effective sales techniques. Employees will receive detailed training in the following key areas: information gathering procedures, customer service procedures, availability of products and services offered within the department and telephone etiquette. New employees will be provided this training as an important part of their orientation and instruction. Additionally, all current employees will be trained in any changes in expected performance or processes for customer interaction and offered opportunities for skills development before the employee is monitored for compliance.
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