From the course: Service Metrics for Customer Service
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Two key areas of focus for individuals
From the course: Service Metrics for Customer Service
Two key areas of focus for individuals
- 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…
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