Communicate Your Goals

Every customer service department should have a goal of some sort.

The goal doesn’t have to be big or complicated, but it should be a statement that you can rally your support organization around and that can help  answer the “should we do X?” question. With a great goal, you can respond “well, doing X isn’t really consistent with our goal of -whatever-.” With a great goal, you can have relatively liberal policies and ask people to follow them with the goal in mind.

Some example goals are:

  • Ensuring that the customer leaves happier than when he or she walked in, dialed, etc.
  • Protecting and enhancing our company’s reputation.
  • Conducting service in a way that would cause the customer to refer us to their friends.
  • Ensuring that customers feel “Wow-ed” by the service experience.

These are all simple. If your goal is to ensure that customers leave happier than when they walk in the door, then you can tailor your service experience accordingly. Is a customer complaining? Keeping with your goal would obviously require that you make them happy again and delight them with your recovery (it is possible). 

A goal is a nice thing to rally around. Some organizations get into their goals, missions, etc. a lot more than others. If it is just something that hangs on the wall somewhere and has no real significance beyond just being there, then it is not going to do nearly as much good as making an effort to genuinely follow and achieve the goal on a consistent basis. 

Does your customer service organization (or company as a whole) have an overreaching, customer-centric goal?