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You often hear about the importance of writing down your goals, as they are intended to give you a destination. However, many find that they aren’t constructing measurable and clear-cut goals to work towards.
Customer service goals should stem from extensive research and never be based on random facts, which will eventually lead to a low success rate. It is important to set goals for your team and for the individuals in that team.
This gives everyone an overall company vision and allows them to work together to achieve the same overall goal. Without defined goals, it is hard to progress and set the direction that the team is heading towards. So, how do you set achievable and productive customer service goals?
Don’t set goals for the sake of setting goals. It will only result in confusion and the team becoming overwhelmed. If you spend more time focusing on small irrelevant goals and less time focusing on supporting customers, the goal-setting process will backfire.
Make sure everyone is on the right page
It is important to check that the goals are valuable but also attainable. Clear goals are crucial as the team needs to know where it is going and how to get there. By aligning everyone’s goals, they will be heading in the same direction. It’s easier to see how your own growth contributes to the growth of the company.
If there’s no common direction, everyone will be confused. Imagine you’re walking 5 dogs at the same time. If you let go of each of their leashes, they’ll likely end up walking off or running in different directions. If the direction is set, you will all be heading for the same main goal, so it’s necessary to include everyone.
Platforms and tools for goal success
Customer service goals will stem from the collection stage, where you source data, making efficient reporting a necessity. It is important to consider your data source, and whether it is right for your business goals. By providing your customer service team with the best tools and platforms, they are able to increase customer satisfaction, making their goals even easier to achieve.
1.Asana is one of the easiest ways to track progress, assign tasks and organize goals. The popular project management app aids teams with setting and completing projects clearly as a team as well as individually.
2.Remote desktop and screen-sharing tools aided customer service teams, by providing remote access and remote collaboration on user's computers. Live chat integrations, such as Upscope, saved customer service teams time.
The Director of Accounts, Alex Calvert, at NurseGrid, said “the ability to educate a user on unfamiliar functionality using the Upscope spotlight tool has been incredibly beneficial in saving time typically spent writing out lengthy explanations.”
With access to productive and useful tools, the customer service goals will be easier to set, making the goals more achievable, quicker and efficient. It should be noted that platforms, apps and tools should be included in objectives.
What goals should you be setting and how?
Step 1: The company vision
Firstly, focus on the company vision. Every team and member of each team will be working towards this. Tech giant, Microsoft, starts planning their goals around three main statements/visions.
- Reinvent productivity and business processes.
- Build the intelligent cloud platform.
- Create more personal computing.
Step 2: Know your issues
Your biggest strength is to acknowledge your weaknesses. Each team should write these down and set their goals, to improve the problems.
According to Salesforce, the top three customer service challenges are:
- Customers having to re-explain the problems they are having.
- Customers making too much effort in resolving their problem.
- Customers having to rely on contacting customer services.
Step 3: Create SMART Goals
Customer service goals are better broken down. By using the SMART goal theory (smart, measurable, achievable, realistic, time-based), you’re making sure the tasks at hand are actually possible and worth the effort and time.
A study at the Dominican University by Gail Matthews states that those who wrote down their goals, were 80% more likely to achieve them, than those who didn’t. It is important that everyone uses SMART goals in the customer service team and shares them with their team manager weekly, in order to track and make sure everyone is working on a specific task. By taking the time to write and structure SMART goals, it gives you a reason for what you’re doing while maximizing your chance for success.
Customer service SMART Goal examples:
- Increase customer satisfaction from 45% to 66% by the end of the financial year, as determined by customer satisfaction surveys.
- Achieve and maintain an average student service rating of at least 4 stars (out of a possible 5 stars) on our annual survey by August 5th 2018.
Step 4: Objectives
Goals are statements you make about the future of your business. Goals and Objectives are often confused with one another, as both are desired outcomes of work done by a person. However, both are necessary when planning for the future. When starting the goal setting process, it is important to have your main goals set, so that your objectives are coherent.
Goal 1: Improve Customer Satisfaction scores by reducing live chat waiting time from 30 seconds to 15 seconds by end of Quarter 3.
- Implement Improvement plans: Managers: July 10th
- Weekly manager meetings, with stats and reports: Run by David and including all of the team: September 25th
- Conduct customer satisfaction surveys: Angela and Mark: August 18th
- Assess new satisfaction scores: Angela and Stacy: September 15th
Celebrate when you reach your goals
It is important to take the time to celebrate success. By rewarding customer service teams and individuals, it shows the appreciation of their hard work. It will also motivate the team for future goals and when the celebration is over, it’s time for new goals!
Where efficient goal-setting for customer support teams leads
At any company, customer service goals should be a high priority, that will require extra attention. There is no doubt that the goal-setting phase will take some time and adaptation, but the results will be well worth it. Happy customer. Happy company.
Goal-setting needs to be a company-wide activity as you’re all going for the same final goal. The goals of each division should support and contribute to one another. No matter your position, everyone should contribute to the larger goal. By setting realistic goals, the team efficiency will rocket as everyone will do exactly what they need to do, rather than what they think they need to be doing. This leads to more satisfied team members, as they know exactly what they have to do to achieve success.
Graphic source: Newfound Balance