Two Tips for Setting Efficient Customer Service Goals - dummies

Two Tips for Setting Efficient Customer Service Goals

By Marina Martin

Inefficient customer service when taking orders or addressing complaints can and will bankrupt a company faster than any other type of failure. Focusing on how efficiently you service your customers and capitalizing on those best practices will enable your company to be consistently competitive.

Setting quality goals: Providing the best possible customer service

How your customers define customer service quality will be based on what is important to them. For example, some people want to find an answer quickly on their own, but others may want one-on-one reassurance. The former person may be frustrated to have to call during business hours, but the latter person may feel unappreciated if she has to self-service on your website.

Setting quality goals is directly dependent on what your customer values, and can change from one customer to another. Having said that, however, some standard performance expectations are universal. No one likes to wait on hold for 30 minutes. Remember, a quality resolution is not always about offering a 10 percent discount if the issue was not related to cost, but rather to quality, delivery, or accuracy.

Finding out how efficient your customer relationship management is

CRM (Customer Relationship Management) is the acronym that customer-service professionals are using today. CRM is simply the marriage of process and technology for tracking every contact point that customers have with your organization.

Many companies find a CRM to be overwhelming at first. There are not many companies that can really derive benefit from a CRM out of the box (without some degree of customization). However, if you take the time to do it right, valuable lessons can be learned from CRM — lessons that can improve your bottom line, such as discovering specific and often unspoken customer needs that enhance both loyalty and sales.