In the increasingly competitive business world, a stellar customer experience has emerged as a crucial differentiator. Believe it or not, an overwhelming 96% of customers state that their allegiance to a brand is deeply rooted in the quality of the customer service provided.
As we gear up for 2024, setting clear customer service goals and objectives has never been more vital. We’ll guide you through how to set powerful, effective customer service targets, with enlightening examples along the way. Continue reading to discover a roadmap to superior customer service in 2024 and beyond.
What are customer service goals and why are they important for your business
Let’s begin by defining what customer service goals are. Customer service goals refer to the strategic objectives set by organizations to meet and exceed the expectations of their customers. They pertain to the standards of service and support that a company aims to provide to its customers, across all the touchpoints of customer interaction. The goals stimulate constant improvement in customer service, providing guidelines to ensure every customer interaction is useful and delightful.
Of course, you are well aware your customers are the harshest critics when it comes to the quality of the support you provide. In fact, a staggering 91% of customers who are unhappy with a business will just leave without letting you know why. So, how can customer service goals help you to avoid this situation?
- They set clear guidelines and expectations – Setting clear goals helps your customer service teams understand what they should aim for when interacting with customers. This structured approach ensures that every customer receives the same high standard of service, increasing overall customer satisfaction.
- They help identify areas of improvement – Businesses can easily measure performance and identify areas that need improvement. By setting and monitoring customer service targets, businesses can see where they are falling short and implement strategies to address any issues.
- They inspire team growth – Customer service targets encourage team growth and personal development among employees. When customer service representatives strive to achieve service goals, they often need to develop new skills or improve existing ones. This not only promotes professional growth but also leads to increased employee motivation and job satisfaction.
- They improve customer experience – Providing exceptional customer service can convert into positive brand experiences, leading to referrals and positive reviews, ultimately boosting a company’s reputation and bottom line.
How to set goals to improve your customer service
Now that you understand what customer service goals are and why you should start implementing them, let’s look at nine actionable steps you can follow to get it right.
1. Define your vision
Before you can set goals, you need to define your vision of what excellent customer service means to your organization. What kind of experience do you want customers to have when they engage with your company?
2. Understand your customers’ needs
Speak directly to your customers, consult your customer service teams, use surveys, or engage in social listening to know what they are expecting from your business. Understanding your customers’ needs will give you insight into the areas where you need to improve.
3. Set SMART goals
SMART goals are Specific, Measurable, Achievable, Relevant, and Time-bound. These can range from reducing response times to improving customer feedback. For instance, a SMART goal could be: “Decrease customer ticket response time from 24 hours to 12 hours within 6 months.” We will talk about the SMART framework in more detail in a little while.
4. Involve your team
Share these goals with your customer service representatives. Make sure they understand them, know why they are essential, and are ready to work towards achieving them. This step is important because your customer service team is often the main point of contact with your customers.
5. Develop an action plan
This is your roadmap to achieving your customer service goals. If the goal is to reduce response time, the plan could include hiring more customer service agents, providing additional training, or adopting service automation tools.
6. Use technology to your advantage
Implementing customer service software, such as LiveAgent, is an excellent way to significantly enhance your customer service. This software allows you to track, manage, and resolve customer inquiries more efficiently. It boasts features like multichannel support, automation, abundant integrations, and comprehensive reporting that can greatly improve your service performance.
7. Invest in customer service training
Training your employees is crucial in meeting your set goals. Equip your staff with the necessary skills to handle different types of customers and situations effectively. You can provide in-house training sessions, or sign your team up for educational seminars.
8. Monitor progress
Measure the progress periodically using relevant key performance indicators (KPIs) such as customer satisfaction score (CSAT), net promoter score (NPS), or first response time (FRT). This will help you gauge if your initiatives are working or if they need adjustments.
9. Seek feedback
Ask customers again what they think about your service and compare it to the past data. This will help you understand whether you have improved over time or not. Also, collect commentary feedback from your customer service reps about the challenges they face and changes they would like to see.
How to set ‘SMART’ goals for customer service
To elaborate on one of the previously mentioned points, let’s talk about setting SMART goals for your business. As you already know, “SMART” goals for customer service are specific, measurable, achievable, relevant, and time-bound, providing a clear target for customer service teams to work towards.
Let’s discuss each aspect of the SMART framework in a little more detail.
The first aspect of SMART goals, “Specific,” refers to the importance of having clear, focused objectives for your customer service team. Without directed goals, efforts can easily become misguided or ineffective.
To implement this, ask questions during the goal-setting stage that align your intended outcome with your business needs.
During this stage, ask questions, such as:
- What are the business goals, and how can the customer service department contribute to achieving them?
- How can the customer service team’s success be measured with specific metrics and KPIs?
- How can customer service goals be tailored to address the expectations and needs of the customer base?
- How can customer satisfaction scores and feedback be incorporated into goal-setting?
For instance, a designated goal could be to improve social media response rate by 20% within the next quarter. This goal is both specific and measurable – focusing on a particular platform and providing a quantifiable objective.
The “Measurable” aspect of SMART goals means establishing metrics to track progress. Without a way to measure success, businesses may find it difficult to spot issues and make improvements.
Implement this approach by leveraging tangible metrics such as customer satisfaction scores, average response time, and retention rates. These measures can provide insight into the effectiveness of your customer service efforts.
Let’s look at the most significant metrics in a little more detail:
- Customer satisfaction score – This metric measures the satisfaction level of customers with their overall experience. You can improve customer loyalty and retention rates by monitoring customer satisfaction scores regularly and making necessary adjustments.
- Average response time – This measures how quickly the customer service team responds to customer inquiries. A shorter response time not only indicates efficiency and promptness, but also increases customer satisfaction.
- Customer retention rates – Monitoring how many customers continue to do business with the company over a specific time period allows you to keep up with customer expectations.
Reporting and analytics tools in your help desk software can be of great help here. For example, LiveAgent offers various reporting tools and analytics to help you track agent performance and availability, and other key metrics.
For example, if average response time is your focus, you might set a goal of answering customer inquiries within one business day. This is a clear, measurable objective that can improve your team’s efficiency and enhance overall customer satisfaction.
“Attainable” refers to the idea that goals should be realistic and achievable within your team’s resources and capabilities.
Ensure attainability by considering your team’s current abilities and limitations, and setting goals that stretch them without overreaching. Incorporate opportunities for growth, such as training programs or mentoring sessions.
An example of an attainable goal might be to decrease customer complaints by 10% over the next six months. With the right training and focus on problem areas, this is a realistic target that the team can work towards.
“Relevant” goals align with your company’s values and strategies. These goals reflect your organization’s mission and demonstrate to your customer service team why their role is vital to success.
In order to establish relevant goals, consider your business’s core values and how your customer service department can reflect these in their interactions with customers.
Setting relevant goals comes with its fair share of positives. Setting relevant goals boosts staff understanding of their role in the organization’s success, enhancing motivation, focus, and commitment to excellent customer service.
Relevant goals also enhance team performance as your employees understand expectations and prioritize tasks. By targeting meaningful goals aligned with customer needs, the team can collectively address customer issues and exceed expectations.
For example, if your company prides itself on transparency, a relevant customer service goal may involve increasing customer communication by providing more frequent status updates.
Finally, SMART goals should be “Time-bound.” By setting time frames for objectives, you prompt your team to prioritize tasks and promote efficiency.
To implement this, break down long-term goals into smaller milestones with distinct deadlines. Perhaps you aim to gather 200 customer feedback responses over the next two months. To make this more manageable, divide this into weekly targets of 25 responses.
These time-oriented objectives not only add structure to the team’s tasks but also foster a sense of urgency and accountability, which can boost productivity and overall performance.
Customer service goals to skyrocket your business success
Now is the time to set concrete goals that will serve as your roadmap to success. Did you know that, according to Forbes, those who articulate their objectives in written form observe a success rate between 1.2 to 1.4 times higher than their less meticulous counterparts? With this in mind, let’s delve into the most crucial customer service goals that your business needs to set, and follow, to reach the zenith of success.
1. Improve customer satisfaction
This customer service goal is all about ensuring that customers are happy with the products or services they receive, as well as the process of purchasing and using them. It involves understanding the customer’s needs and expectations and striving to exceed them.
Customer satisfaction is a key indicator of a company’s performance and a predictor of its growth. Satisfied customers are more likely to become repeat customers, recommend the business to others, and contribute to the company’s positive reputation. On the other hand, dissatisfied customers can harm a business’s reputation and bottom line.
An effective way of measuring and improving customer satisfaction is through customer surveys. Businesses can gather feedback directly from their customers and gain insights into their needs, preferences, and experiences. You can do this using feedback forms, live chat or email surveys, personal interviews, or by actively engaging with customers on various review websites.
To improve customer satisfaction, businesses need to focus on delivering high-quality products or services, providing excellent customer service, and resolving customer complaints effectively and efficiently. They should also seek regular feedback from customers to identify areas for improvement and make necessary changes.
A restaurant aiming to improve customer satisfaction might start by ensuring that the food they serve is of the highest quality. They might also train their staff to provide friendly, efficient service and to handle complaints in a way that leaves the customer feeling heard and valued. The restaurant could also implement a feedback system, such as comment cards or an online survey, to gather customer opinions and identify areas for improvement. By focusing on these areas, the restaurant can increase customer satisfaction, leading to more repeat business, positive word-of-mouth, and ultimately, success.
2. Improve net promoter score
One of the most important customer service goals that can lead a business to success is improving the Net Promoter Score (NPS). The NPS is a metric that measures customer loyalty and satisfaction. It is a simple yet powerful tool that gives businesses a clear understanding of their customers’ perception and experience.
The NPS is calculated based on responses to a single question: “On a scale of 0-10, how likely are you to recommend our company/product/service to a friend or colleague?” The responses are then categorized into three groups: Promoters (score 9-10), Passives (score 7-8), and Detractors (score 0-6). The NPS is then calculated by subtracting the percentage of Detractors from the percentage of Promoters.
Improving the NPS is a critical customer service goal because it directly correlates with customer loyalty, repeat business, and positive word-of-mouth marketing. A high NPS indicates that customers are not only satisfied with the product or service, but are also willing to recommend it to others. This can lead to increased customer acquisition and retention, ultimately driving business growth and success.
To keep up and measure this goal, businesses need to consistently collect and analyze customer feedback. This can be done through various channels such as surveys, social media, customer reviews, and direct customer interactions. It’s also important to track the NPS over time to identify trends and understand the impact of any changes made to improve customer service.
Let’s consider the example of Apple Inc. The tech giant has consistently maintained a high NPS, which is a testament to its focus on customer satisfaction and loyalty. Apple achieves this by offering high-quality products, providing excellent customer service, and continuously innovating to meet customer needs and expectations. The company regularly collects customer feedback and uses it to make improvements, thereby ensuring a positive customer experience and a high NPS.
3. Implement an omnichannel strategy
This strategy involves integrating and aligning all customer touchpoints to deliver a seamless, consistent, and unified customer experience, regardless of how or where a customer reaches out.
A key player in achieving this goal is LiveAgent, a multichannel help desk software that allows businesses to interact with customers across various platforms, including email, live chat, phone, and social media. LiveAgent ensures that all customer interactions are centralized in one place, making it easier for customer service representatives to manage and respond to customer inquiries promptly and efficiently.
One of the main benefits of implementing an omnichannel strategy is the ability to deliver a personalized experience. By having a 360-degree view of the customer across all communication channels, businesses can anticipate their needs and preferences, leading to increased customer satisfaction and loyalty.
Additionally, an omnichannel approach allows for quicker and more efficient issue resolution. Customers are able to seamlessly transition from one channel to another without having to repeat their issue, saving time and frustration.
EON, an electricity company, implemented LiveAgent’s omnichannel strategy. They integrated their email, live chat, phone, and social media channels into the software, allowing their customer service team to handle all customer inquiries from one place. According to the company’s manager “Within 1 week after deployment, we realized that it was a huge step forward. Our clients really appreciate having their problems solved in real time.” This example illustrates how implementing an omnichannel strategy can significantly enhance a business’s customer service, leading to success.
4. Reduce cost per contact (CPC)
Reducing CPC is all about optimizing the efficiency of your customer service operations to minimize the cost associated with each customer interaction.
Reducing cost per contact is a strategic approach that involves streamlining customer service processes, leveraging technology, and improving agent productivity. It’s about finding the balance between providing high-quality service and managing operational costs effectively.
Businesses can achieve it by investing in customer self-service options such as FAQs, tutorials, and automated chatbots. These tools can handle simple inquiries, reducing the number of contacts that require human intervention.
Furthermore, businesses can invest in training and development for their customer service representatives. Well-trained agents can resolve issues more quickly and efficiently, reducing the time and resources needed for each contact.
An excellent example of reducing cost per contact is the multinational technology company, IBM. They implemented a virtual agent named “Watson” that can understand, learn, and respond to customers’ queries in natural language. This AI-powered tool handles a significant portion of customer inquiries, reducing the need for human intervention and thereby lowering the cost per contact.
5. Reduce customer wait time
Let’s face it, time is a precious commodity, and customers appreciate businesses that respect this fact. A swift response to customer inquiries or complaints not only enhances customer satisfaction but also fosters customer loyalty.
To keep up with this goal, businesses need to ensure that their customer service team is well-trained and adequately staffed to handle the volume of customer inquiries. They should also regularly monitor and evaluate their response times and make necessary adjustments to maintain optimal performance.
A practical tool that businesses can leverage to achieve this goal is LiveAgent’s live chat software. This software allows businesses to interact with their customers in real-time, thereby significantly reducing wait times. Live chat is an efficient communication channel that provides instant support to customers, answering their queries promptly and resolving their issues swiftly.
An online retail company notices a surge in customer inquiries during the holiday season. To manage this, they use LiveAgent’s live chat analytics to identify peak times and increase their customer service staff during these periods. This proactive approach significantly reduces customer wait times, leading to a marked improvement in customer satisfaction. The company also receives positive feedback from customers who appreciate the prompt responses to their inquiries.
6. Use channel-specific metrics
This goal is not just about collecting data, but about understanding customer behavior, preferences, and satisfaction levels across various communication channels.
Channel-specific metrics refer to the data collected from different customer interaction points such as emails, phone calls, social media, live chat, and more. These metrics provide valuable insights into how customers are interacting with the business, their preferences, and their satisfaction levels. By tracking these metrics, businesses can identify areas of strength and weakness, and ensure they provide the best customer service possible by making informed decisions to improve their operations and satisfy their customers at every interaction point.
A retail business may notice that they receive a high volume of queries through their social media channels, but their response time is significantly slower compared to email or phone interactions. This could indicate a need to allocate more resources to social media customer service, or to streamline their response process on these platforms. By addressing this issue, the business can improve its customer satisfaction levels, enhance its brand reputation, and ultimately drive more sales.
7. Humanize the customer experience
This pivotal customer service goal is centered on the idea of treating customers as individuals with unique needs and preferences, rather than as mere numbers or transactions.
Businesses need to focus on personalizing their interactions with customers. This involves understanding the customer’s needs, preferences, and past interactions with the business. It also means showing empathy and genuine concern for the customer’s issues or queries.
One effective way to humanize the customer experience is by leveraging technology to gather and analyze customer data. This data can provide insights into the customer’s behavior, preferences, and needs, which can then be used to tailor the customer experience.
However, while technology can be a powerful tool for personalizing the customer experience, it’s also important for businesses to maintain a human touch in their interactions with customers. This means training customer service representatives to show empathy, listen actively, and communicate effectively. It also means giving them the autonomy and flexibility to go the extra mile to meet the customer’s needs.
A healthcare clinic can humanize their customer experience in many ways. When patients book an appointment, instead of relying on automated messages, the clinic could call each patient personally.
During their appointment, healthcare professionals could spend quality time with the patients, explaining the procedures in detail, answering their questions, and addressing their concerns.
Also, following up after a patient’s visit with a personal call, text, or email to inquire about their well-being or to remind them of their next appointment could add a personal touch to their experience.
Moreover, the clinic could personalize its online interactions, providing information and services that are specially tailored for each individual patient.
8. Utilize self-service and automation
One of the most important customer service goals that can lead a business to success is the utilization of self-service options and automation. This goal is crucial in the modern business landscape, where customers demand quick, efficient, and personalized service.
Self-service and automation are two intertwined concepts that aim to empower customers by giving them the tools and resources to resolve their issues independently. This not only reduces the workload on customer service representatives but also enhances customer satisfaction as it allows for immediate resolution of problems.
Investing in technology that supports self-service and automation is crucial. This includes creating comprehensive FAQs, knowledge bases, and how-to guides that customers can easily access and understand. Additionally, businesses should consider implementing chatbots and automated response systems that can handle common customer inquiries and issues.
Automation also extends to the internal processes of the customer service department. Using AI-powered systems and automating routine tasks such as ticket sorting and routing, businesses can free up their customer service representatives to focus on more complex customer issues. This not only improves efficiency but also ensures that customers receive timely and personalized service.
An excellent example of a company that has successfully utilized self-service and automation is Amazon. The e-commerce giant has a robust self-service portal where customers can track orders, process returns, and find answers to common questions. Additionally, Amazon uses automation to handle customer inquiries, with its chatbot, “Amazon Lex,” capable of understanding natural language and providing accurate responses.
9. Be more transparent about client data
Data has become the lifeblood of businesses. It is used to understand customer behavior, preferences, and needs, and to tailor products and services accordingly. However, with the increasing awareness and concern about data privacy, businesses must prioritize one of the most important customer service goals: transparency about client data.
Transparency in client data means being open and honest about what data is collected, how it is used, and who it is shared with. This transparency is not just a legal requirement in many jurisdictions, but it also builds trust with customers. When customers understand that a business is handling their data responsibly, they are more likely to remain loyal and continue doing business with that company.
How can this be done?
- Businesses should provide customers with control over their data. This can be achieved by giving customers the option to opt-in or opt-out of data collection and use, and by providing a mechanism for customers to access, correct, or delete their data.
- Every business should implement robust data security measures to protect customer data from unauthorized access and breaches. This includes using encryption, secure servers, and regular security audits.
- Last but not least, businesses should be proactive in communicating with customers about any changes to their data policies or any data breaches. This not only fulfills legal obligations but also reassures customers that the business is committed to protecting their data.
Customers are given the option to opt-out of data collection, and they can access and correct their data through their account settings. The retailer uses secure servers and encryption to protect customer data and regularly conducts security audits. If there is a change in the data policy or a data breach, the retailer promptly informs customers via email.
10. Innovate with the industry
This is all about staying ahead of the curve, keeping abreast of industry trends, and continuously evolving to meet the changing needs and expectations of customers.
Innovation is not just about creating new products or services; it’s about improving the entire customer experience. This includes everything from the way customers are greeted, to the platforms they can use to interact with the business, to the after-sales service they receive.
To keep up with this goal, businesses need to foster a culture of innovation. This means encouraging employees to think creatively, take risks, and come up with new ideas. It also means investing in research and development, and staying informed about the latest industry trends and technologies. Moreover, businesses should actively seek feedback from their customers.
A company in the retail sector noticed a significant drop in sales during a particular time of the year. Upon analyzing customer data, they realized that many of their customers were students who were busy with exams during this period. To address this, the company decided to offer special discounts and flexible delivery options during the exam season. This not only boosted sales but also improved customer satisfaction and loyalty.
How to achieve customer service goals in your contact center
Knowing all that, let’s quickly touch on how you can achieve customer service goals in your contact center. We’re going to look at the situation from the standpoint of a contact center management, as well as customer service representatives.
Examples of customer service manager goals and objectives
Implementing customer service goals largely falls on the shoulders of contact center managers. This is not just a task to be checked off a list, but a strategic move that can significantly impact the overall performance and reputation of an organization.
So why should you, as a contact center manager, care about implementing them?
- Customer service goals provide a clear direction for your team. They serve as a roadmap, guiding your agents towards the desired outcomes. Without these goals, your team may lack focus, leading to inconsistent service delivery and customer dissatisfaction.
- These goals also act as a benchmark for performance. They provide a standard against which you can measure your team’s progress and effectiveness. This allows you to identify areas of strength and those that need improvement. By doing so, you can provide targeted training and support, enhancing your team’s skills and boosting their confidence.
- Customer service goals can help foster a culture of continuous improvement. By setting challenging yet achievable goals, you encourage your team to strive for excellence. This can lead to innovative ideas and approaches, enhancing the quality of service provided to customers.
Now, let’s look at specific customer service goals you, as a manager, should implement.
Increase the quality of customer service responses
Ensuring quality of customer service responses is crucial for building loyalty, and eliminating churn. You can achieve this customer service goal through a multi-faceted approach.
- Train your team – Ensure that your team is well-trained and equipped with the necessary knowledge to handle customer queries effectively. You can do this through regular training sessions, workshops, and seminars. You should also provide your team with up-to-date information about the company’s products or services to ensure accurate responses.
- Monitor and evaluate customer service response quality – Implement a system for monitoring and evaluating the quality of customer service responses. This could involve regular audits of customer interactions, feedback surveys, or using quality assurance software. By identifying areas of weakness, you can provide targeted training and support to improve performance.
- Foster a culture of continuous improvement – This involves encouraging team members to strive for excellence in their customer interactions, rewarding high-quality service, and promoting open communication about challenges and successes.
- Equip your team with the right tools – This could include CRM systems, AI chatbots, or other customer service software.
Improve team happiness
Happy employees are more likely to be engaged, motivated, and committed to their work, which translates into better customer service.
To achieve this goal, you can foster open communication, encouraging team members to share their ideas and concerns. This can make employees feel valued and heard, increasing their job satisfaction. You should also provide regular feedback and recognition. Recognizing employees’ efforts and achievements can boost their morale and motivation.
A good manager doesn’t forget to invest in training and development opportunities for their customer service representatives. This not only equips your team with the necessary skills to perform their jobs effectively, but also shows the company’s commitment to their career growth.
Last but not least, promote work-life balance by offering flexible working hours or remote work options. This can reduce stress and burnout, leading to happier and more productive employees.
Help agents grow
Focusing on this goal not only enhances the skills and knowledge of the agents but also improves the overall performance of the contact center.
As you have probably guessed, you can achieve this by providing regular training and development programs. These programs should be designed to enhance the agents’ product knowledge, communication skills, problem-solving abilities, and understanding of the company’s policies and procedures.
You can also consider implementing a mentorship program where experienced agents guide and support the less experienced ones. This not only helps in skill development but also fosters a supportive work environment.
Management should provide regular feedback to the agents. Rather than pointing out mistakes, provide constructive feedback to help agents understand their strengths and areas of improvement. This also motivates them to perform better.
Lastly, don’t forget to recognize and reward the agents’ efforts. This not only boosts their morale but also encourages them to strive for excellence.
Examples of customer service representative goals
Similarly to managers, implementing customer service goals in a contact center is crucial for customer service representatives (CSRs) as it directly impacts their performance, productivity, and overall customer satisfaction. These goals provide a clear direction and a measurable target for agents, enabling them to understand what is expected of them and how their actions contribute to the company’s success.
After all, implementing customer service goals is not just beneficial for the organization, but also for the CSRs as it aids in their personal and professional development.
Let’s look at some of the personal goals you, as a customer service representative, can set to shine at your job.
Improve troubleshooting skills
In the dynamic world of customer service, troubleshooting skills are paramount. They are the backbone of effective problem-solving and customer satisfaction.
Here’s how you can improve your troubleshooting skills:
Training and development
Such programs should be designed to equip agents with the necessary knowledge and skills to handle different customer issues. They should cover areas such as product knowledge, problem-solving techniques, and effective communication skills.
Like any other skill, troubleshooting requires practice. Agents should be given opportunities to handle different customer issues under supervision. This will allow them to apply what they have learned in training and gain practical experience.
Use of technology
Technology can be a great help in improving troubleshooting skills. Tools such as knowledge bases, CRM systems, and AI-powered chatbots can provide CSRs with real-time information and insights to help them solve customer issues more effectively.
Collaboration and teamwork
Contact center employees should be encouraged to collaborate and share knowledge with their peers. This can be done through team meetings, brainstorming sessions, and knowledge sharing platforms.
Ultimately, the goal of troubleshooting is to resolve customer issues and ensure customer satisfaction. CSRs should always put the customer at the center of their troubleshooting efforts. This involves understanding the customer’s needs, showing empathy, and going the extra mile to solve their issues.
Improve leadership skills
Customer support teams are often the first point of contact for customers, and their leadership skills can significantly impact the customer experience.
Customer support agents should be encouraged to take ownership of customer issues. This means not just addressing the immediate problem, but also looking for underlying issues and potential long-term solutions. This proactive approach demonstrates leadership and can lead to more effective problem resolution.
CSRs should also be encouraged to collaborate and share knowledge with their peers. This not only fosters a team environment, but also allows them to learn from each other and develop their leadership skills.
An example of a SMART goal for leadership development could be: “By the end of the quarter, the customer service agent will lead two training sessions and receive feedback from at least three colleagues to identify areas for improvement in their leadership skills.“
Be an accountability partner with your customer
When it comes to customer service, the role of a representative extends beyond resolving issues; it involves becoming an accountability partner with the customer. This partnership is a commitment to ensure the customer’s needs are met and their goals achieved.
The importance of this partnership is underscored by a study which revealed that having a specific accountability appointment with a committed individual increases the likelihood of goal completion to 95%. In the context of customer service, this translates to a significant boost in customer satisfaction and loyalty when representatives act as committed accountability partners.
To implement this goal, customer service representatives should first understand the customer’s objectives. This understanding forms the basis of the partnership, allowing the representative to provide tailored solutions and support. Regular follow-ups are crucial to track progress and make necessary adjustments.
Moreover, representatives should maintain open and transparent communication. This involves keeping the customer informed about the status of their requests or issues, potential challenges, and the steps being taken to address them.
Proactive outreach: A professional’s insight into retaining valuable customers
John Gordon Hilley, account manager and sales professional at LiveAgent, shares his insight into the best way of retaining your valuable customers:
As the article previously discussed, unhappy customers can leave without ever saying goodbye. Actively reaching out and engaging with your biggest clients can have a meaningful impact on customer retention. Sending outbound emails, such as a monthly newsletter or a weekly catch-up email, can instill a sense of care and attention in your customers. Even something as simple as “hey, we noticed your account is being underutilized, here are a few features that we think you’ll love”, can prompt customers to explore other features that can bring benefit to their business.
Keeping in touch with your most important customers is crucial to ensuring they are satisfied with your products and services, and more importantly, to gather their feedback on any existing issues with their account.
Real-life examples of effective customer service goal implementation
Of course, we can’t talk about customer service goals without mentioning a few brands that have mastered this practice.
Amazon is renowned for its customer service goals. Their primary goal is to be “Earth’s most customer-centric company”. As such, Amazon’s approach to customer service is rooted in their customer-obsessed nature, with the primary goal of making the customer’s experience as seamless and satisfying as possible.
Amazon values and implements customer feedback to identify areas that require improvement. Their goal is not just to satisfy customers, but to earn their trust and build long-term relationships by prioritizing their needs and interests above all else. For Amazon, the customer is always the king.
Apple Inc., the renowned technology giant, excels not only in producing innovative hardware and software but also in providing exceptional customer service. Central to this customer-centric approach, Apple provides its employees with comprehensive directions on how to interact with customers.
Apple’s customer service goals methodology is encapsulated in the acronym APPLE:
Approach customers with a personalized greeting
Probe politely to understand all the customer’s needs
Present a solution for the customer
Listen for and resolve any customer issues or concerns
End with a farewell and an invitation to return
Zappos is a leading online apparel and footwear retailer based in the United States. They gained prominence in the eCommerce world through their relentless focus on customer service. The company strongly believes that providing top-notch customer service is pivotal to its success. Their approach to customer service goals revolves around exceeding customer expectations, instead of just merely meeting them.
Zappos operates under ‘delivering happiness’, leading their customer service strategy with empathy, customer-centric policies, and generous return policies.
International Business Machines Corporation (IBM) is a multinational technology company providing a vast array of technology and consulting services. IBM’s approach to customer service is meticulously designed to be customer-centric, prioritizing the needs and goals of its clients. They are committed to delivering top-notch service quality, empowering clients with innovative solutions and transformative technology.
To achieve their customer service goals, they leverage advanced technologies and their deep industry expertise, tailoring solutions according to each client’s unique needs. Customer feedback is highly valued in their problem-solving approach, ensuring that their solutions continue to evolve and improve. IBM’s customer service strategy also includes extensive employee training to ensure that their workforce is well-equipped to deal with various client situations with empathy and proficiency.
By now, it should be clear that customer service goals are not an option, but an absolute necessity for any business aiming for sustainable growth and success. Whether you’re a manager looking to empower your team or an agent aiming to hone your skills, setting clear, SMART goals can significantly boost your performance and enhance your customers’ experience.
Customer service goals cover a wide spectrum, from adopting an omnichannel strategy and mastering channel-specific metrics to enhancing customer satisfaction, reducing customer wait time, and innovating alongside industry trends. Taking a transparent approach about client data and humanizing the customer experience are equally crucial goals to pursue in order to achieve excellence.
Remember that technology is your ally in this journey. Tools like LiveAgent can streamline the process of setting, tracking, and achieving customer service goals. With multichannel support, flexible automation, performance analytics, among many other features, LiveAgent helps you maintain the high quality of service that your customers expect. You can try LiveAgent 30 days free of charge and see for yourself, how your customer service goals prosper.
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Frequently Asked Questions
How do you write a customer service goal?
A customer service goal can be written as: "To provide timely, efficient, and courteous service to all customers, aiming to resolve issues on the first contact and enhancing customer satisfaction levels by 20% over the next quarter." This goal is specific, measurable, achievable, relevant, and time-bound, following the SMART goal setting framework. It focuses on improving the quality of service and customer satisfaction, which are key aspects of customer service.
What are support objectives?
Support objectives are specific goals set by a support team to provide efficient and effective assistance to customers or clients. These objectives often include reducing response times, improving customer satisfaction rates, and increasing the resolution rate of issues. They serve as a guide to ensure the support team is meeting the needs and expectations of the customers.
What are the main goals of a support team?
The main goals of a support team are to resolve customer issues efficiently and effectively, to provide excellent customer service that enhances customer satisfaction, and to contribute to the overall customer experience by offering guidance and support that helps customers make the most of a product or service.
How do you create a customer service strategy?
Creating a customer service strategy involves understanding customer needs through data analysis and feedback, setting goals such as improved response times and customer satisfaction, and defining necessary resources like trained staff and technology. Regular evaluation and adjustment of the strategy ensures its effectiveness in meeting evolving customer needs. This cyclic approach contributes to continuous service improvement.
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