Have you set your customer service goals for 2019? If you haven’t, don’t despair. Many business managers and owners haven’t either. With so much going on, you probably haven’t had a chance to do it. Fortunately, there’s still time.
Setting customer service goals—and achieving them—is a game-changer. It not only boosts customer service, it also enhances customer experience. That, in turn, differentiates you from your competitors and boosts profitability.
Enhancing customer experience can make or break a company in today’s hotly contested environments. That’ critical to your survival. Walker Consulting, a customer experience consultancy, predicts that customer experience will be the key differentiator in 2020 and beyond.
Put another way, enhancing customer experience increases customer satisfaction, providing you with a competitive advantage that your rivals will find hard to beat. Below are six key metrics you can use as targets for your customer service goals:
This metric is among the most critical in the set. FCR means how long it takes to resolve an issue the first time—with no callbacks. Eliminating callbacks not only boosts productivity, it also creates positivity around your brand. Improving this metric goes a long way toward increasing customer satisfaction.
This metric records the average amount of time it takes your agents to finish transactions with customers. The time starts with the minute a customer calls, plus talk time, hold time, and task time related to the call. Set a goal to cut this dramatically and you’ll increase word-of-mouth advertising in 2019.
This metric indicates the percent of customers it takes your agents to resolve issues for clients during their first call. Your goal is to increase this number up to the next level—whatever that might be for your company. Doing so keeps your customers happy and satisfied.
This metric shows the number of engagements your agents handle daily. You should set a goal to boost this number up. The key to doing that is the issue resolution that follows. Get that right and your clients will be happy and satisfied.
Customer satisfaction is the “gold” in marketing. Good things happen when customers are happy. But achieving a high CSAT score is a challenge. Fortunately, it’s a pretty straightforward measurement, which you can determine by using any number of customer satisfaction type surveys.
While this score is the result of individual contributions by your agents, your team inherits scores from everyone, so everyone inherits the scores equally. Customer satisfaction—usually scored on a one to ten basis— needs to grow over time.
If it doesn’t, something’s wrong. Revaluate training activities and revise the program if necessary. Also, the results of CSAT surveys reveal your strengths, weaknesses, and areas where improvement is needed.
Like your CSAT score, this metric is also among the most critical. Based on the customer’s opinion of the quality of service he or she received from your agent, this metric is a simple way to judge how an agent is doing and areas where he or she needs improvement.
Once you’ve decided on what metrics to measure, your next step is setting these goals for the next year. Savvy managers use the SMART goal setting technique to do that. It makes goal setting efficient and productive.
Key elements of the SMART goals setting are listed below. Using this technique helps set goals that are:
Use the metrics described above to set customer service goals for 2019. Setting goals drives improvement in customer service. Boosting customer service enhances customer experience, differentiates you from your competitors, and boosts profitability.
Failing to boost customer experience, on the other hand, not only strips you of a competitive advantage, it also makes it harder to navigate uncertain waters. That, in turn, can make or break your company in 2019.