In life, everyone has hopes, dreams and aspirations. Most of these dreams are formed at young age, like I had dreams of starting a tow truck company. Unfortunately, with age, many realize that some of these dreams are not meant to happen. There is nothing wrong with setting goals even when some of them seem unattainable. The same can be applied when it comes to the business world, and more so in customer service. When businesses dream too big, they can create more opportunities for failure. Setting the right goals is key to successful work environment. However, that is easier said than done.
Businesses should look forward to set customer service goals, and this is the right way to go about it.
Coordinate Goal Setting
Setting smart goals should start by coordinating goal setting with the rest of the company. Customer goals typically focus specifically around customer satisfaction, retention as well as referrals. Rather than setting large marketing and business goals, work on what can be measured, analyzed and improved. You need to set goals that are coordinated and aligns with the rest of your team members. It will be easier to measure success if you can do so with other team members. If you have a goal of increasing customer retention by 5 percent, you should have your own tactics of implementing the same. By comparing goals, tactics and results, you can make great conclusions about the right strategies to use.
Set clear tactics
You need to set clear tactics for achieving your goals. It is important that you have a clear and consistent tactics that can help your team achieve its goals. Tactics are all actionable steps taken towards reaching your goals. If you have a goal of increasing customer retention by 5 percent, you might have several tactics such as increasing employee training, writing more thank you notes and offering new weekly guidance to your team. All these would be mini goals that your team can achieve and help them in attaining their final goals of increasing customer retention.
Challenge your team
You need to work on challenging your team to leave their comfort zones. You want your goals to always be attainable. However, attainable will never come easy. You team will get bored if they are consistently doing the same thing. Monotony of work and boredom normally leads to laziness, incompetence and increased turn over. You need to work on eliminating all these factors by giving your employees some fresh goals to work towards on each month. Challenges are always good and will help in improving employee productivity.
You also need to track individual and team progress. Since you will be assessing different employees on different tactics, it will make a lot of sense if you can track the progress of both individuals team members as well as the whole team. In that way, you will be able to pinpoint the root cause of any mishaps and specific tactics that might contribute to their success. Tracking individual progress will also help your employees feel heard. Take time to sit everyone and listen to their sentiments, feedback and work on what can be improved.