3. 2. Taking the time to provide feedback on each review will help your agents know what they can do to improve their own quality, thus boosting the teams quality (and your customer experience) as well. Most importantly make sure youre on the right channels at the right time. Take into consideration what your team is telling you. If it seems like your team is drowning a bit, maybe it's best to lower the goal a bit. Improving the experience of your customer service team should be a top priority for all customer service managers. Mikael Blaisdell of the Customer Success Association suggests beginning with a limited group of customers and defining the plans and values., Customer renewals and expansions are huge business drivers that customer service teams can directly influence. Qualtrics XM found that customers whove had a very good experience are 3.5 times more likely to repurchase and 5 times more likely to recommend the company to friends and relatives. R: By better understanding each customer, it will be easier to make them respond in a positive manner. You should also focus on how youre measuring the improvements made to your response speed. Those customers who have turned in two cards will be given an additional $10 card in the mail.. At the same time, the social team might be setting a goal to increase social media followers, and their tactic is to post more promotions and deals on social media. When companies deliver on all five of these customer service department objectives, they earn the badge . M: By keeping track of how many visits are recorded to the FAQ page and how many people fill out the return form, you can measure how successful this goal is. Nurture them to resolve customer conflicts better. made a purchase decision based on experience quality, quality assurance or conversation reviews, guide to developing a quality assurance rubric. Visme's Payman is of the same mind. These elements make it much more likely that you will see your goals through to completion. A: Hiring two employees is definitely achievable and having more help will definitely make it easier to reduce wait time. SMART goal example: We will increase employee NPS by 20% between the September and December employee surveys. Consider the following examples of setting customer service goals and objectives: Example 1: Big box store Here's an example that references a big box store: A big box store's customer service desk currently assists around 20 customers per day but wants to increase the number of customers they help on a daily basis.