Customer service is all about maintaining and improving relationships. If a customer leaves satisfied after their interaction with an agent, it strengthens your relationship with the customer. They are likely to do business with your company again and share positive reviews online, on social media, or through word of mouth. Keep these tips in mind as you set goals:
1. Be specific
The more specific you are about what you want to accomplish, the easier it is to determine how to measure success.
2. Stretch your abilities
Each customer service objective should be challenging. For your company to grow, you need to push your team to improve continually.
3. Set realistic goals
Employees will quickly give up on impossible goals. Make them achievable to keep your team motivated and engaged. Start small and be practical. As your team meets specific benchmarks and smaller goals, update or add larger goals.
4. Focus on relationships
Customer service metrics should be quantitative and qualitative. Look beyond profit margins. For example, a customer who hangs up satisfied after a call with an agent may not make another purchase immediately, but their loyalty has likely increased.
5. Measure results
Review your metrics regularly against specific milestones to understand your team’s progress. Is your team meeting their goals in a timely manner? Are there opportunities for improvement?
6. Empower employees
Your customer service agents should feel supported, respected, and trusted as they work to reach their goals. Build your customer service teams, train them, equip them with the tools and information they need, and give them the authority to fulfill customer needs with minimal management supervision.