Do Better Work with Customer Service Goals
Customer service is an essential aspect of business success. This is true whether you’re running a small mom-and-pop business or a large international corporation. Customer service begins with the initial interaction with a prospective customer. It continues through the sales process, review, and evaluation process. When issues come up, good customer service improves your chances of retaining customers time and time again.
A buyer who makes a single purchase from a business is probably a need to buy or an impulse buy. When a buyer makes more than one purchase with your business, if you play your cards right, the buyer may become a customer for life. Therefore, it is essential that you don’t downplay the many advantages associated with excellent customer service. Good service will show your customers that you want to develop a relationship with them that goes beyond making a profit.
Unfortunately, providing good customer service is not always as easy as it sounds. Your customer service team should establish a set of goals to strive for. It is essential that these goals are as specific and attainable as possible. The specified goals will keep your team thinking about the end results for customer service the organization wants to achieve and how they can work together to attain them.[/vc_column_text]
Customer Service SMART Goals
Customer service goals should be SMART goals. SMART (smart, measurable, achievable, realistic, timely) is an acronym that customer service leaders can utilize as a guide for their team’s goal setting.
In general, customer service goals tend to be easier to achieve when they are broken down. Setting SMART customer service goals ensures that your team isn’t wasting time and resources on objectives that aren’t worth the time or effort.
According to a study conducted by researcher Gail Matthews at the Dominican University, goals that are written down are 80% more likely to be achieved. It is essential that every individual in your customer service team uses SMART goals and shares them with the manager of the team on a regular basis. This will ensure that progress towards the goals are being properly tracked and that everyone has been assigned a specific task that they can accomplish.
Take your time when coming up with SMART goals so that you can maximize the chances of success. To make sure that the customer service goals you set are reachable and clear, make sure each one is:
- Specific: significant, sensible, and straightforward
- Measurable: motivating and meaningful
- Achievable: agreed, attainable
- Realistic: reasonable, realistic and resourced, results-based
- Timely: time-bound, timely, time-sensitive
Examples of Cutomer Service Service Goals and Objectives
If you don’t have much experience with setting and achieving customer service goals, you may not know where to start. Therefore, you should take a look at examples of customer service goals and objectives. This section includes measurable customer service goals examples, customer service performance goals examples, examples of customer service goals for employees, customer service improvement strategies, and customer service team goals examples.
Average First Response Time
One example of a customer service goal is the improvement of the average first response time. When a customer runs into an issue and requires assistance, customer service agents should get back to the customer as soon as possible. A good first response time is essential. In fact, it may be even more important than overall reply or response times. The reason is that a first response is an indication to customers that someone is looking into the issue. A good average first response time is a sign that a customer service team is able to address new cases quickly and deal with high volumes of questions and inquiries.
Customer Satisfaction Score
An example of customer service performance objectives is improving customer satisfaction score. At the end of the day, companies want customers to feel satisfied with the service they have received. The customer satisfaction score is a good metric.
Overall Resolution Rate
Resolution rate refers to the rate of service requests fulfillment for a company. Keep in mind that different customers will have different expectations for a resolution depending on the channel they use to contact your customer service team with a service request. A higher overall resolution rate is an indication of improved customer service.
Net Promoter Score
A net promoter score is used to gauge the loyalty of customer relationships with a company. Setting a goal to improve the net promoter score is an alternative to creating a goal to improve your customer satisfaction score.
Customer churn, or customer turnover, refers to the loss of clients or customers. A lower churn rate is an indication of better customer service levels.
Customer Service Goals for Employees
You should also set agent-level goals that customer service teams look at during performance reviews on a regular basis. This section features examples of customer service goals for employees, customer service goals for performance review, customer service tactics and strategies, customer service kpi goals, personal development goals for customer service, customer service training goals, goals for customer service reps, and customer service performance review goals.
Resolved Cases per Agent
One example of a customer service goal for employees is improved resolved cases per agent. Each individual on the customer service team should strive to increase the number of cases they resolve satisfactorily. Another approach is to identify employees with a low number of resolved cases and set individual goals for improved resolved cases.
Customer Satisfaction Score per Agent
Another example of a customer service goal for employees is improved customer satisfaction score per agent. If a customer service team member has a low customer satisfaction score, leaders may want to set a goal for them to improve their goal. This gives the team member an opportunity to make changes to the way they interact with customers and how they go about resolving issues.
Average Handling Time
Decreasing average handling time is a common customer service goal for employees. Overall, a customer service team strives to provide good service in the least amount of time possible. If the average handling time for your customer service team is too high, you should set the goal of decreasing the average handling time without hurting the quality of service provided.
Many businesses believe that providing good customer service is a matter of common sense. The truth is that providing customer service is not always intuitive or easy. Therefore, it is important to have an onboarding and training process for your customer service team. Every member of your customer service team should be adequately trained.
Customer service leaders should also consider having their team go through training on a regular basis. The training can cover both old material for a refresher and new material so that customer service teams can learn new skills. Customer service employees can go through the group training for topics that everyone needs to hear. Or, different members can participate in different training sessions that are based on their respective strengths and weaknesses.
How to Improve Customer Service in the Workplace
In conclusion, improving customer service in the workplace doesn’t have to be difficult. If you haven’t already, you should start improving customer service by setting SMART goals. Customer service teams that strive to improve customer service and reach their customer service goals need to offer onboarding and training to their entire team. Learn more information about customer service onboarding and training. Or, get a demo today.