In this video, receive an introduction to the course and an overview of the content covered.
- There are a few things that are helpful to know before watching this course. First, the content applies to any industry and, really, about any type of organization, from small company to large enterprise. Your organization can be commercial or government, and your customers can be external or internal. And whatever your role, be it senior-level leadership, department manager, part of a support team, or perhaps someone who directly engages with customers, our intent is to provide an understanding of service metrics for customer service and how you can put them to work.
The chapters build on one another, and I encourage you to view them as part of an overall integrated approach to establishing service metrics. Throughout the course, I'll cite various types of customer service, including face-to-face, such as in retail, contact centers, where customers interact with the organization through phone, chat, video, or social media, and others. The following terms are important to know. They're often used interchangeably, but they tend to make more sense when applied specifically. A measure refers to a fundamental, quantifiable unit, such as length, amount, or size.
Examples include the time it took to process a claim or the number of customers served. Metrics are quantifiable values that often comprise more than one measure. For example, average cost of a service center action incorporates both costs and the number of interactions. Key Performance Indicator is a measurable value of how well an organization's achieving a key business objective, such as net promoter score or other measures of customer satisfaction.
Many in customer service refer to measures, metrics, and KPIs generally, but we'll look at more precise meaning where that's necessary and as they're applied. There are many possible terms for those involved in providing customer service, including agent, associate, team member, employee, and others, and I tend to use them interchangeably. I also use terms such as organization, company, firm, operation, and others, so you can translate them into what applies to you.
Finally, we've created some worksheets and a resource guide to help you implement these concepts, and I invite you to download them and have them ready. You'll find a worksheet that will help you chart out your learning goals for the course, and I encourage you to take a few minutes and go through that one now.
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