Learn about the two primary areas of focus for individuals—being in the right places at the right times, and doing the right things. Learn about key metrics and supporting measures, and the importance of culture to successful implementation.
- Measuring the performance of individuals…who are part of customer service…is a topic that's often been controversial.…Performance measures are usually tied…to behavioral expectations and standards.…So many questions can come up.…Are the measures fair?…Are they truly within an individual's control?…What's the luck of the draw…with specific customers that come each person's way?…That one often makes…for entertaining breakroom conversation.…Here we'll identify the two overarching categories…of metrics that best reflect and encourage performance…in customer service.…
And we'll take a look at how other metrics…can be counterproductive, and potentially even demoralizing.…I used to find that many managers…viewed number of customers served…as virtually synonymous with productivity.…Simple, right?…Well not so fast.…In most customer service environments,…the work arrives randomly from moment to moment.…That's true in a restaurant, a retail store,…a contact center, an emergency department,…and so many other settings.…Those delivering service don't control customer arrival rate…
This course covers, in a step-by-step fashion, why metrics are important, which metrics matter the most, how to interpret results, and examples of how successful organizations leverage metrics to improve decisions and performance. Whether your service operation includes face-to-face services, contact centers, social media, self-service, or any combination, this course provides practical know-how, real-life examples, and guidance for implementing and using the right metrics and establishing meaningful goals.
- Identifying customer expectations
- Avoiding pitfalls
- Essential metrics for the service operation
- Identifying alternatives for measuring engagement
- Engaging support that drives the right behaviors
- Key areas of focus for individuals
- Assessing service interactions
- Calibration and coaching
- Clarifying responsibilities