Enhance skills in dealing with complaints and conflict resolution

This OKR is aimed at improving conflict resolution and complaint handling. The goal is to build the skills necessary for resolving 90% of customer complaints without needing further escalation. A three-pronged approach is envisaged that includes comprehensive training for customer service representatives, developing an effective complaint resolution process, and constant performance evaluations.

Additionally, the completion of a conflict management certification by the end of the quarter is a key objective. This includes researching potential options for certification, enrolling in a chosen course, and completing all associated assignments promptly. This not only improves individual skills but also lends more credibility to the complaint resolution process in the organization.

The OKR also aims to facilitate peer learning by organizing and conducting three workshops focused on conflict resolution. This involves planning the logistics of these workshops, conducting research to tailor the sessions to the team's needs, and extending invitations to participate. Through these workshops, knowledge can be shared and consistently reinforced.

In summary, the OKR focuses on enhancing skills in complaint handling and conflict resolution, driving customer satisfaction by resolving 90% of complaints without escalation, gaining specific certification, and facilitating team learning via workshops. It actively pushes for a more proactive, skilled, and well-equipped organization in managing conflicts and complaints.