I have a newer CSR, she is great with customers and the team. The problem I am having is she has zero attention to details. She skims emails without reading and responding on almost every request, when she is quoting each one is missing a critical piece. I’ve tried talking to her to get her to slow down and its good for half a day and then right back to where it was. I have someone coming from another branch to do some training this week, but im hoping to help her further. Suggestions?

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In my industry this is a huge deal. I used to be a CSR and attention to detail is so important. Sure, no one is perfect but the business cannot afford regular mistakes. If it’s really becoming a serious issue, I would start writing her up.

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It is in mine as well, I was trying to do everything i could before going to that point as i find write ups counterproductive. I know necessary though.

Attention to detail is something you should have in any line of work, but when it comes to financial impact it's certainly something that cannot be ignored or left unchecked. I would consider how long it's been going on and how many times you've had this conversation with her. I think as leaders we all want to help, but we also have to remember that you can only help someone that wants to help themselves. Is she making an effort to get better at it or is she giving that half day to appease you for a little while and falling back into the same pattern. If you've done everything you can do you may have to move to the next step and say this is what we discussed, this is what needs to happen or this is going to be the result and I'm going to give you a set amount of time to achieve marked improvement.

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I would agree then. There is only so much you can do.

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